Does Online Outrage Hurt Ikea? No, Despite Weak Social CRM

Online petitions are the norm these days. They’re so easy to distribute, sign, and present to concerned individuals that going door-to-door with a pen and paper has become as antiquated as rabbit-ear antennae on a TV. Why hello there, Social CRM! These petitions are...

Web Reviews and Social Customer Relationship Management

Here’s a real mind boggler about online customer reviews, and it relates to good social customer relationship management (sCRM): Bazaarvoice has served over 10 billion peer reviews to date, and the majority of them are 4.5 out of five stars. Even more surprising, a...