I had an interesting day today following the live-tweets from the SAS Inside Intelligence Analyst Event. There were some very interesting tweets that came along, like this one from Ray Wang (Enterprise Analyst with the Altimeter Group, and the most prolific tweeter for the event with around 15% of the total tweets):
Finally, I thought, organizations [...]
Read the rest of this entry »The driving force for the Social Customer era is the participation in communities both for social and professional purposes. From the structured social networks (e.g. Facebook and Twitter) to company-owned or company-sponsored communities used for support, sales prospecting, or research and development, through communities used internally for collaboration between workers – communities are showing up [...]
Read the rest of this entry »When I was a Gartner analyst I owned the eService magic quadrant. The process was quite arduous; worse part was listening to vendors hype their offerings. No vendor was quite good at it, but SAP did a poor job of explaining and showcasing what they had and their marketing message was a mess, often failed [...]
Read the rest of this entry »At the end of the year I work on my wrap-up for the year, and prepare for the year ahead.
I go through my notes from conversations, oft-forgotten “blogs that I must read”, books, and everything else that has a tangential effect into my research for next year. I end up with my “predictions” for next [...]
Part 1 – Introduction
Part 2.1 – Pivot Point
Part 2.2 – Business Functions
It is important to recap a couple of things that we said before:
The SCRM Strategy is composed of multiple sub-strategies, some of which you may already have in existence
The roadmap to SCRM is an iterative process, where you will re-visit many times each strategy [...]
Today Nexidia announced a new solution that allows call centers to use speech analytics in real time.
Normally this would have been very cool by itself (despite what you see in movies the technology we have cannot yet select a phone conversation from among millions – or even thousands – based on two or three keywords [...]
I get plenty of Press Releases, News, and Emails from people in the industry. Some of them are converted into Posts, some of them are good enough to know, some of them, well – I won’t tell you how to use Soda Pop to rob a bank, let’s just say that…
Here is a compilation of [...]
Instead of doing mini posts for the rest of the CRM-world related news from Oracle OpenWorld, I am going to summarize them in a few bullet points. These are the not-worthy-of-an-entire-post-yet-interesting-nevertheless-news:
Fusion Hype: Probably the most over-hyped item in the show, and the most expected. If you add to that the presence the Governator (man, he [...]
Read the rest of this entry »I first wrote about collaborative service in 2002 when few Forums vendors existed.
We have seen since the launch of very large and very successful communities, a fair amount of them using Lithium, one the leading vendors for communities. They use a deployment model that helps their customers leverage reputation and analytics. I asked Sanjay to [...]
When you read the title for this post you thought of the myriad reports your company produces and the metrics used to track performance, with traditional metrics being revenues, costs, profits, customer satisfaction and similar. About 99% of my clients are in the same boat (at least when we start working together). Most people will [...]
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