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Bettering the Customer Experience . . .
Actiance Integrates With Salesforce
Actiance announced integration between its Socialite platform and Salesforce.com through a connector delivered by Actiance. Socialite is a social media enablement platform to incorporate CRM data from Salesforce so employees can account for and monitor sales discussions happening across social media channels and tie each communication to follow up recorded in Salesforce. Socialite helps employees share pre-approved content, ensure authenticity of voice, measure impact and increase engagement across social media channels. The platform includes an analytics engine that allows managers to analyze the impact of the distributed content within their network and measure the results on sales and network growth. . . . read more >>
The Hippocratic Oath of Customer Experience
For thousands of years, physicians have been taking the Hippocratic Oath to “first do no harm”. This philosophy is also excellent advice for anyone dealing with customers rather than patients. . . . read more >>
CRM Moves to an Outside-In Approach
The surge in consumer social media activity reinforces the fact that people want to be heard. Fortunately, some CRM heavyweights made some pretty significant acquisitions recently and, as a result, are incorporating more customer listening tools—or voice of the customer (VoC) solutions—into their product offerings. In addition to Salesforce.com's acquisition of Radian6 last year, Verint Systems acquired VoC vendor Vovici, and NICE Systems responded with its acquisition of enterprise feedback management company Fizzback. These acquisitions represent an important milestone in the CRM industry—a shift toward outside-in thinking. . . . read more >>
Accelerate Sales Using Purpose-Built Social
The industry has long recognized the potential of social collaboration, yet sales teams have failed to achieve measurable gains in performance. SAVO Group, introduced SAVO Teams: a social collaboration application specifically developed for the social behaviors of sellers to accelerate sales cycles and increase win rates. Users stay connected using mobile technology while analytical dashboards provide executive management the organizational and process changes that increase the effectiveness of the entire sales organization. . . . read more >>
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