New study finds few CEOs have social media presence, but is it true their business’s growth and customer satisfaction will suffer?

Social networks have redefined customer relationships. Now it’s time to use social technology to make your business better.

Will Salesforce.com Chatter — described as a Facebook for businesses — help your CRM program?

Reconsidering “first come, first served” and the role of one-to-many communication in the age of Twitter.

What’s the best way to create high levels of interaction and engagement between service representatives and customers? Try moving customer service to the cloud.

Online self-service is failing. Here’s how to fix it.

What’s the role of Twitter when it comes to customer service? Here’s what it shouldn’t be: a deus ex machina that papers over poor customer service practices. By all means, embrace Twitter, but treat it equally to all other channels.