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IT Briefcase Exclusive Interview: Getting the Most Out of Open Source While Managing License Compliance, Risk, and Security

IT Briefcase Exclusive Interview: Getting the Most Out of Open Source While Managing License Compliance, Risk, and Security

with Kendra Morton, Flexera
In this interview, Kendra Morton,...

Why DEM Matters More Than Ever in Financial Services

Why DEM Matters More Than Ever in Financial Services

Remember waiting in line at the bank? Banking customers...

How to Transform Your Website into a Lead Generating Machine

How to Transform Your Website into a Lead Generating Machine

Responsive customer service has become of special importance, as...

Ironclad SaaS Security for Cloud-Forward Enterprises

Ironclad SaaS Security for Cloud-Forward Enterprises

The 2015 Anthem data breach was the result of...

The Key Benefits of Using Social Media for Business

The Key Benefits of Using Social Media for Business

Worldwide, there are more than 2.6 billion social media...

Oracle Hopes to Bring More Sales Focus to Social CRM

March 21, 2011 No Comments

One of my favorite points made by Bertrand Duperrin in a blog post on social CRM (SCRM) I cited in my own post titled Social CRM Moves Focus from “Management” to “Relationship” was that SCRM occurs not just on Facebook or other social channels but also over the phone or in person, in any interaction where customers are treated as stakeholders. That’s easy to forget, as most SCRM discussions focus on social channels.

While social media is becoming an important channel for customer conversation, plenty of information is still conveyed via the old-fashioned channels mentioned by Duperrin. And guess what? They still trump social channels in some ways, not the least of which is the more direct nature of the communication.

Read more of Ann All’s blog post

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