Heather Frick's blog

You know customers are talking about your brand. What you may not know is how these conversations are impacting your marketing goals: site traffic, conversion rate, etc.  We recently worked with a Travel & Entertainment client to better understand the relationship between consumer discussions about a major product launch and CRM behaviors like visits to the site, purchase behavior and even call center activity.   What we found was surprising. Read more about Case Study: Connecting ‘Buzz’ to Customer Behavior

At the recent F8 developers conference, we heard Facebook announce a ton of new features, including the new profile layout called “Timeline”, a new class of apps for marketers called “canvas apps” (largely relevant for news and media brands) and a new set of plug-ins that leave the “like” button in the dust. Whereas these features will have some major sex-appeal to consumers and brand marketers alike, what gets our juices flowing aren’t so much the features themselves, but rather what the new platform will mean to social CRM focused marketers who care about things like consumer insights, targeting, and value. Read more about Top 5 Social CRM Implications of the New Facebook Platform