Presenting Social CRM Data for Customer Service

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CRM tools once revolutionized business, especially from a customer support perspective. Instead of gathering the same information each time a customer or prospect contacted a business, the company could track  that relationship over time and access the records whenever they were needed. By nature, social media generates much more data. When customers and prospects started taking to Twitter and Read on my friend....

Social Media Lead Generation Reporting: Multi-Channel Google Analytics

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While showing true ROI involves importing cost and revenue data, I've put together some reports over the years that have demonstrated that social media drives leads. Sometimes it's a last touch lead, sometimes it's a first touch, and sometimes it's a mid-touch. The Google Analytics Multi-Channel reports are super helpful when asking for investment in improved social media measurement or to gain buy-in Read on my friend....

Social Media for Business: Executives Convinced?

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At this point, it pains me to say that some executives are still not convinced of the value that social media brings to the table. This is the case for a couple of reasons: There is still a major lack of understanding, which historically takes time to evolve (take radio and TV back in the day) There is no data provided that truly convinces management that social is contributing to the bottom Read on my friend....