Part 1 – Introduction
Part 2.1 – SCRM-E2.0 Pivot Point
Part 2.2 – SCRM Business Functions
Part 3 – SCRM Rules Layer
Part 4 – SCRM Channels Layer
Alas, the last part of this series (and my favorite) communities.
I do believe that communities are going to become the most important part of any social business – even to [...]
Part 1 – Introduction
Part 2.1 – SCRM-E2.0 Pivot Point
Part 2.2 – SCRM Business Functions
Part 3 – SCRM Rules Layer
We find ourselves now having to decide which channels (remember? Social CRM is adding social channels to CRM) we are going to use to deliver the business functions we picked earlier, and to fulfill the rules [...]
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 [...]
Part 1 can be found here
Part 2.1 can be found here
This post was begotten by interesting comments I got to part 1. My assumption that everyone should already understand the functions that comprise CRM, and how they should be addressed in building a SCRM strategy is not correct.
Current CRM Functions. As everyone knows, CRM is [...]
Master Interviews: 1 – Frank Eliason (@comcastcares) talks about justifying SCRM
Master Interviews: 2 – Marshall Lager (@Lager) talks about the Future of SCRM
Master Interviews: 3 – Bob Warfield @BobWarfield) talks about the World of SCRM
In case you don’t know Ed Thompson, he is the Gartner analyst doing research, writing, and presenting on Customer Experience Management. [...]
Read the rest of this entry »Today is a loyalty-as-you-conceive-it-does-not-exist type of day.
First, I read this well-written piece from Roderick Morris (@roderickmorris), where he states
Operating under the idea that loyalty can be measured, monitored, and the resulting insights applied, CEM looks to create customers that make the conscious decision to purchase, not of inertia or absence of alternatives, but in [...]
I attended the opening Keynote this morning with Paul Greenberg at CRM Evolution 2009. There were some very interesting things that Paul discussed that I want to share with you and elaborate on.
First the summary of what he covered.
Started by ensuring we all understood that the Social Revolution is not new (remember epinions.com? when yelp [...]
Moderating comments is interrupting a conversation.
If you are running an age-appropriate blog and want to ensure that the comments are kept in line with the law, you may have a case.
The idea behind a blog is to spark the imagination of the reader, get them engaged, have them contribute. That the community and makes it [...]
Value, the final frontier.
That is not just a bad attempt at a pun, it is a reality of what people through times have thought of value. There are many “types” of values: legal, economical, ethical, quantitative, qualitative, and financial value – just to name a few. There are also issues of perceived, realized, and corroborated [...]
