Almost as soon as I clicked the button to publish my previous entry I received an email from United in regards to my tweets from yesterday (not of all of them were kind).
Here is the text of the email:
Dear Mr. Kolsky:
I’m sorry to learn that you were inconvenienced when your most recent flight resulted in [...]
This a tale of six airports, 16 hours, and one long failed experience.
It has two parts, first the story and then the lessons learned from it. Critical learning: experiences are not about technology, are about people. Read on.
Disclosure: I hate all airlines equally, and don’t expect to ever be paid by any of them for [...]
I came back last night from the RightNow Technologies User Group meeting (you will see another blog today about my “experience” getting here).
It was a great experience; it corroborated what I’ve been thinking lately: SCRM is not at the 101 (introductory) level as we all thought, it is actually at the remedial level.
We really, really [...]
Cloud computing and social business enablement are more closely linked than most people realize. The success of one will likely increase the likelihood of success of the other.
Read the rest of this entry »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 [...]
First part is available here for your review.
This was supposed to be part 2.0 but an exchange in the comments section to part one convinced me that I was assuming a lot of things were known when in reality they may not be known. So, instead of 2.0 this is part 2.1 where we discuss [...]
I had to let some time go by between the latest definition controversy and this post so I could say that this is not about definitions. Those are done.
This is about how a business undertakes the road to becoming a social business while dealing with customers (fine, how does a business embrace SCRM).
In putting this [...]
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 »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 [...]
