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4 CRM Lessons Learned From 'The Great Social Customer Service Race'

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In a consumer support context, many social CRM systems use sophisticated algorithms to identify, route, and prioritize social help requests in real time. But it's still up to decision makers to guide these systems to what, when, and how to traffic social mentions. This article delves into what social CRM lessons wetr learned from the The Great Social Customer Service Race -- a research project that was expected to reveal Twitter customer service best practices from the nation's top brands.

Source: http://www.cmo.com/articles/2012/12/13/_4_crm_lessons_learn.html