When it comes to providing great service, customers expect you to hear their cries via social networks.

Embracing social CRM offers significant potential marketing, sales and service upsides. But you’ll need to handle social CRM correctly to benefit from maximum business impact.

Want to improve customer service? Start by asking the right questions. Here are 5 essential questions, with Innoveer’s UK consultants citing customers’ choices.

What’s the next, best step for your customer service program? To improve customer satisfaction, efficiency, and revenues, first understand where your service program lags and excels.

Five thousand people crowded into Cloudforce New York to hear Marc Benioff, “cloud computing’s most evangelical spokesman” present Salesforce.com’s strategy and products. Attendee reaction was very enthusiastic, rivaling the level of excitement generated by Carmelo Anthony joining the NY Knicks.

Succeeding at customer service measurement requires establishing clear metrics to measure against various benchmarks. Measurement ensures that organizations treat customers with respect. Anticipating the problems they will encounter also enables customer service operations that don’t always have to put out fires. Instead, they can be used to proactively increase customer satisfaction, and that makes everyone happy.

Why work for Innoveer Solutions? Simple: Because of who else will be on your team. We employ the best CRM professionals, backed by Innoveer’s pragmatic and forward-thinking company culture. When it comes to working environment, team dynamics, and customer satisfaction, we’re second to none.

Master customer service operations — customer on-boarding, knowledge management, workforce management, asset management — to maximize customer satisfaction, cross-selling, and revenues.

The secret to creating an excellent customer experience isn’t so secret: segment customers by service levels, set and reinforce expectations, proactively fix problems, and practice up-selling and cross-selling.

CRM smackdown. Salesforce.com. Chatter. Siebel. Upgrades. Integration. Sales Leadership. It’s the end of the year: cue the annual recap of top CRM stories and trends.