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Voices of CRM:

March, 2011

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March 30, 2011  4:21 PM

Salesforce.com to acquire social media monitoring provider Radian6



Posted by: Barney Beal
Salesforce.com

By Mark Brunelli, News Editor CRM software giant Salesforce.com today announced plans to acquire Radian6, a Halifax, Canada-based social media monitoring provider, for $276 million in cash and $50 million in stock. Radian6's technology is used by companies like AAA, Dell, GE, Kodak,...

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March 18, 2011  3:11 PM

Social CRM taking greater steps toward wider adoption



Posted by: Barney Beal
social crm

A pair of analyst reports issued recently helps provide a pretty clear indication of the maturation of social CRM. Earlier this month, Gartner predicted a rapid rise in using social CRM for customer service. "Social CRM for customer...

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March 15, 2011  7:27 PM

Customer loyalty programs may be less effective than you think



Posted by: Barney Beal
customer loyalty

Despite some fairly frequent Twittering (@barneybeal) working at a company called TechTarget and covering enterprise software, I'm not that much of a gadget geek. In fact, I've only had a smartphone for about a year. I've loaded some of...

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March 4, 2011  3:48 PM

Service Cloud 3: Is unified communications or social CRM the bigger news?



Posted by: Barney Beal
contact center software, SaaS, Salesforce.com, unified communications

Yesterday in New York, Salesforce.com previewed an upgrade to its next customer service application, the Service Cloud 3. Similar to its year-old integration with Twitter, reports focused on

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