A Shift in Customer Service? It’s interesting how the customer is taking things into their own hands. This shift is further evidenced by Twitter’s new approach to customer service. Salesforce has added a new application to its “app exchange” so that clients who use its Service Cloud product can better wrangle Twitter for customer service [...]

Before you spend your time and money going after new customers, consider the following statistics: Repeat customers spend 33% more than new customers. Referrals among repeat customers are 107% greater than non-customers. It costs six times more to sell something to a prospect than to sell that same thing to a customer. Marketing dollars go [...]

Social Customer Relationship Management Social Customer Relationship Management is an approach which engages the customer in a 2-way dialogue. The result is a relationship which is transparent and based on trust. The old fashioned CRM was a power based relationship that the corporation owned. Social Customer Relationship Management acknowledges that the customer has choice and [...]