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Hootsuite Adds Social Chops to Microsoft Dynamics CRM
November 17, 2015
Hootsuite on Tuesday announced an integration with Microsoft Dynamics CRM, Microsoft SharePoint and Microsoft Yammer. The collaboration will let enterprises use social content in meaningful ways for social marketing, social selling, social customer support, and internal collaboration, noted Kevin Zellmer, Hootsuite's vice president of corporate and business development.
Channel Choosing: Where and How to Sell Online
November 10, 2015
Selling products online requires answering one basic question: where? Beyond traditional business websites, entrepreneurs have a cornucopia of choices, including Etsy, Amazon, eBay and Facebook. Making use of these alternatives can be a vital part of a business' sales strategy. Choosing where to sell products online requires evaluating the fit between channel and product.
SAP's New Jam Communities Promise Stickier Customer Experience
October 23, 2015
SAP this week released SAP Jam Communities edition for Hybris, which delivers real-time product and service information to customers on company websites. The software can display personally relevant recommendations and reviews directly to customers in e-commerce stores. In essence, it lets companies embed access to relevant material and include a buy button in online customer community pages.
Twitter Talks Up New Storytelling Tools
October 22, 2015
Twitter announced two tools, a Collections API, and an ecosystem of partners designed to let publishers organize tweets to better tell a tale. The API creates a single Collection ID that can be used to edit, update and publish a story from any tool in the Twitter ecosystem. Publishers can find tweets and organize them into a single story, then display them on their own websites or in their apps.
Fantasy Sports: Socializing Betting
October 16, 2015
It passes through the channels of federal laws, spills across state lines and even bleeds into the protected realm of college sports. The multibillion-dollar industry that is fantasy sports has stood up to legal challenges so far, but the surging sector still battles problems with perception and faces questions about its future. Allegations of insider trading recently aren't the only issue.
Facebook Sets New Lures for Video Viewers
October 15, 2015
Facebook on Tuesday revealed it's experimenting with making video clips easier for users to find in its mobile and desktop applications. In coming days, a limited number of users will see the new format. "We look forward to seeing how people use it to discover, watch and share videos with their friends," said Will Cathcart, vice president of product management at Facebook.
Customer Engagement in the Age of the Silent Traveler
October 9, 2015
The rise of social media has given customers a new platform for interacting with travel and hospitality companies, from airlines to car rental agencies. Today's travel customers primarily use these digital technologies to coordinate logistics and log complaints; gone are the days of calling a reservation specialist to book flights or running through seating options at the check-in counter.
Benioff Flees Facebook in Search of Peace
October 2, 2015
Salesforce CEO Marc Benioff has quit Facebook and shut down his account, sparking speculation as to his motives. Is Salesforce at odds with Facebook? Is Facebook COO Sheryl Sandberg no longer Benioff's BFF? Is Salesforce planning something with Twitter? "I'm on a FB pause," Benioff posted on Robert Scoble's Twitter account, in response to his query. "It was too overwhelming to keep up to date."
Spredfast Gets Something to Shout About
August 25, 2015
Spredfast last week announced its acquisition of Shoutlet, a social data aggregator. Shoutlet has been a "huge innovator" in the social CRM space, said Spredfast CEO Rod Favaron. "With this acquisition, Spredfast gains that technology as well as the team that built it. It's a game changer. ... Customers will have more ways to understand their audiences and impact the customer journey."
Twitter Goes Long With Historic Tweet Access
August 13, 2015
Twitter on Tuesday announced a search API that will give business users instant and complete access to every historical public tweet about a subject of interest. Based on the Historical PowerTrack and 30-Day Search API tools developed by Gnip, which Twitter purchased last year, the API lets users search tweets back to March 2006, when the first one was posted.
Facebook's Place Tips May Lead Advertisers to Pot of Gold
February 2, 2015
Facebook last week announced Place Tips for iPhones, a feature that will give subscribers location-based recommendations at the top of their News Feeds. No mention was made of launching Place Tips for Android or Windows Phone devices. Tapping on Place Tips will call up the information, which will include posts and photos friends have shared about a particular place.
Google Sets Its Sights on the Under-12 Set
December 8, 2014
Google soon will begin targeting kids 12 and under with tailored versions of its products, likely including its search functionality, along with offerings such as YouTube and Chrome. The company is pushing to change make its products fun and safe for children, Pavni Diwanji, Google vice president of engineering, said last week. The new initiative reportedly will begin next year.
Hear, Hear: The Rise of Social Listening
November 24, 2014
Evian ran a promotion to give away bottled water during August in New York. People had only to tweet using the hashtag #evianBottleService to get free water delivered to them on the streets. To pull it off, Evian coordinated its social listening efforts and its marketing strategy -- a valuable combination for brands that want to make use of what they hear online.
Twitter Opens Entire Multibillion-Tweet Gold Mine to Searchers
November 20, 2014
Twitter this week began indexing every public tweet posted since it began operating in 2006. "Our long-standing goal has been to let people search through every tweet ever published," said Yi Zhuang, who led the project team. Use cases Zhuang cited for the new infrastructure include results for entire TV and sports seasons, conferences, industry discussions and long-lived hashtag conversations.
Picture This: Instagram for CRM
November 18, 2014
With millions of active monthly users, Instagram is a prolific, lively social media community. Businesses want to get in on the Instagram game in order to boost marketing and enhance customer relations. It might not be immediately obvious to some businesses, however, just how they can get involved with Instagram and make it work for them. One way is to invite customers behind the scenes.
Kana Burnishes Omnichannel Customer Engagement Tools
November 11, 2014
Kana has announced the first major upgrade of its flagship enterprise product following its acquisition earlier this year by Verint. Kana Enterprise Customer Engagement Optimization platform has been available since Oct. 31. At its core, the platform is the same, said Director of Product Marketing Kana Kelly Koelliker. It provides tools to facilitate customer engagement across multiple channels.
Monster Tiptoes Onto Twitter
November 5, 2014
Monster Worldwide last week announced that it was rolling out a beta of a social recruitment ad platform, starting this Thursday. Monster Social Ads uses Twitter's Ads API to serve tailored job listings to Twitter users, based on career attributes such as occupation or industry type. A number of U.S. companies have signed on for the beta, including eBay, T-Mobile and UPS.
Mea Culpa: Social Media Apology Do's and Don'ts
October 21, 2014
When DiGiorno tweeted, "You had pizza. #WhyIStayed," Twitter lit up with criticism of the brand. The hashtag "WhyIStayed" is associated with domestic violence. In response to the firestorm its tweet unleashed, DiGiorno peppered its Twitter feed with apology after apology, all of them essentially like this: "A million apologies. Did not read what the hashtag was about before posting."
Don't Look Now, but Ads Are Coming to Snapchat
October 9, 2014
Ads soon will arrive on Snapchat. However, they will not target individual users. Rather, they'll appear in a more generalized fashion within the service's Snapchat Stories feature among shared photos and videos, CEO Evan Spiegel said Wednesday. A new service for disappearing content and ads, called "Snapchat Discovery," reportedly also is in the works for launch this year.
Twitter Cautiously Experiments With Buy Button
September 9, 2014
Twitter on Monday began testing a new Buy button with a small percentage of its users in the U.S. -- one of the first steps in a larger initiative to build purchase functionality into the service. A small group of brands, including Burberry, Home Depot, Keith Urban, the Nature Conservatory and Soundgarden, are participating by sending offers that are unique for Twitter users.
YouTube Does Social Media Marketing Best
September 8, 2014
It is a given that a marketing campaign must include a social media element -- especially when a brand is rolling out a new product. What is less certain is on which channel the brand should focus its time and resources. An answer was provided last week by Aol Platforms, which released the results of a study that tracked social purchase interactions through Convertro.
Twitter Lets Ordinary Users Get Analytical
August 29, 2014
Twitter this week announced that its analytics tool now can be used by everyone. Twitter's analytics tool lets users click on any tweet to see how people engage with it in real time. They can compare their tweet activity month over month and see how they trend over time. Users also can click on a tweet to see the number of retweets, replies, favorites, follows or clicks received.
Facebook Trains Sights on Clickbaiters
August 26, 2014
Clickbaiting may soon come to an end on Facebook, which has launched an effort to deal with the problem. Posts with clickbait headlines get higher placement in News Feeds, pushing down more desirable content. Eighty percent of the time, users prefer headlines that help them decide whether they want to read a full article before having to click through, a Facebook survey indicated.
Twitter Tromps on Spammers
August 25, 2014
Twitter has reported success with its BotMaker spam-prevention system. Because Twitter operates in real time, BotMaker is designed to work fast to eliminate spammers. Its main goals are to bar spam accounts from being created, to reduce the time they spend on Twitter if they do show up, and to reduce Twitter's reaction time in responding to spammer workarounds that bypass its protection systems.
Facebook Rolls in Mobile Ad Dough
July 24, 2014
Facebook chalked up $2.68 billion in ad revenue in Q2, up 67 percent year over year, and mobile ads accounted for about 62 percent of that haul, totaling $1.66 billion. "The ability of Facebook to move into the mobile ad space and to monetize it successfully was heavily questioned last year," said Andreas Scherer, managing partner at Salto Partners.
Facebook Saves the Day From Slipping Away
July 24, 2014
Facebook has launched a feature that allows users to save content from their News Feed to read or watch later. Called "Save," it is designed help users who may be inundated by links to articles, music clips and videos to separate the wheat from the chaff. Users who see something intriguing now can choose the Save option in a dropdown menu in the upper right-hand corner of a post.
Investors Wise to Secret's Tantalizing Promise
July 22, 2014
Secret last week announced that a recent round of funding, to the tune of $25 million, would help it expand its social networking reach. Since its launch about six months ago, Secret has provided a platform for users to post anonymous notes on topics ranging from the ridiculous to the sublime. Though its draw is anonymity, Secret points users to posts by people in their circle of friends.
Attentive.ly's Social Marketing Taps Customer Interests
July 21, 2014
Attentive.ly recently released its application on the Eloqua platform, digging a deeper foothold for itself in the CRM enterprise space. Attentive.ly provides social marketing automation functionality in the form of a plug-and-play toolset that works with a CRM overlay. Using its tools, companies can organize customers in specific groups, listen to their online conversations, and send personalized marketing messages.
'Buy' Button Could Turn Facebook Into Impulse-Shopping-Ville
July 18, 2014
Facebook is testing a function that would allow users to buy products without leaving the site or app. Small and medium-sized businesses in the U.S. that are taking part in the trial can add the Buy button to ads displayed in users' News Feeds or in posts on their pages. Users will see the Buy button in relevant ads whether they're on the Facebook website or using their mobile device.
Poor Mistake Management: 3 Model Lessons
May 29, 2014
I am a nerd with a goofy hobby -- I build plastic model airplanes. However, that hobby affords me a view of customer relationship issues in an interesting and intimate way. Most of the time, the vendors in this space get things right, realizing theirs is a niche industry and their customers really are in charge, especially since all spending in this sector is discretionary.
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Should social media sites be held accountable for terrorists' communications?
Yes -- They are providing a platform to facilitate murder and mayhem.
Yes -- Everything must be done to protect society from danger.
Maybe -- I'm not sure they have the technological capability to stop them.
Maybe -- I'm not convinced terrorists are using them for serious plotting.
No -- Authorities should monitor social networks to gather intelligence.
No -- Social networks are no different than phone carriers or mail services.