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Posts Tagged ‘customer-driven’

Lessons Learned at the SCRM E2.0 Conference

Posted in November 6, 2009 ¬ 09:19h.Esteban Kolsky12 Comments »

Funny thing happened to me this week.
I attended the Enterprise 2.0 conference in San Francisco and an SCRM conference showed up.
It all started with the keynotes on day one:

Tammy Erickson from nGenera delivered the opening address (she did a great job) talking about the differences between traditional enterprise and Enterprise 2.0: changes in society, people [...]

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Customer Experienceadobe, Conference, convergence, CRM, customer centric, customer-driven, customers, deployment, e2, e20, enterprise 2.0, ngenera, scrm, soccrm, social crm, strategy, tactics, user-centri, users

Why Managing Experiences Is Not A Technology, Nor A Strategy

Posted in May 13, 2009 ¬ 09:59h.Esteban Kolsky9 Comments »

Customer Experience Management is not a technology.
CEM cannot be done better, easier, faster, or simpler by using any software or technology. There are sine-qua-non elements you have to have (feedback, analytics, process management tools) but there is no technology that can make it work better.
CEM is not a strategy.
No matter how cool, detailed, or well [...]

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