The Marketing Bureau

by Cath Everett
First published on www.mycustomer.com

Salesforce.com is attempting to make the next version of its Software-as-a-Service-based customer service offering more social-friendly by enabling brands to take Facebook posts and use them for case tracking. Read more >>

by Jeffrey F. Rayport  
First Published on hbr.org

Last month in New Orleans, the Online Publishers Association held its Annual Member Summit. It was a closed-door meeting of top digital CEOs from major media brands — not only old line players like Disney, BBC, and ESPN, but also new ones like Huffington Post, Gawker Media, and EverydayHealth. Read more >>

By Hans Grefte
First Published on www.mycustomer.com

Caught up in the aftermath of a brutal recession, organisations seem to have lost sight of customer needs in their desperation to cut costs. Is it any wonder customers are turning to social media, online forums and complaint communities to have their say? Read more >>

By Drew Benvie
First Published on www.imediaconnection.com
What will be the story for social in the year ahead? As we delve deeper into this virtual world, which characters will take centre stage and will the villains of whitewalling and privacy spoil the fun? Read more >>