I wrote a blog post at TheSocialCustomer.com trying to define what a Social Business is. I am quite certain I am far from done with the definition, but there is one part in the post that I want to expand a little bit more: customers’ expectations.
I wrote that for a Social Business (actually, it really [...]
I write two posts a month exclusively on TheSocialCustomer.com, which I do think is a very interesting community to share all things related to Social Businesses and Social CRM.
When I told you what I was going to focus on for this year I said I wanted to look at the evolving business functions in a [...]
an evaluation of the Genesys Analyst day in 2010, including coverage of the iWD, SIP Server, and cloud-based Customer Service solution
Read the rest of this entry »It seems that 2010 is the year where Social Media really takes off; everybody is writing about how in 2010:
You will definitely be able to get an ROI from your Social Media investment
Social Media is going to take off
You can craft your Social Media strategy and make it stick
Your Senior Management will finally recognize the [...]
Back when I lived in Los Angeles I used to take one week at the end of the year to recover from the past and prepare for the new one.
I would drive into the dessert (Las Vegas) embracing all it had to offer (mostly CHP officers pulling me over). I would stay in a clean [...]
I was thinking of doing a predictions post, really, but then Paul Greenberg came along and wrote up all my predictions and added some better ones. So, instead of filling up the streams with more of the same, I thought of a twist to predictions: I won’t tell you what I think it will happen, [...]
Read the rest of this entry »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 [...]
On Tuesday October 6th 2009 Helpstream announced a new module for their Social CRM Product: Social Marketing. I had a briefing with Bob Warfield (CEO) and Bill Odell (VP of Marketing) to understand better what the new offer is all about, and how it moves the company closer to a Social CRM Suite. Here are [...]
Read the rest of this entry »Twitter is dying.
Here are the symptoms:
Microblogging peaked and began the descent into the trough of disillusionment in Gartner’s 2009 Hype Cycle for emerging technologies
Twitter has long suffered unscheduled outages due to architecture, scalability, and now Denial of Service (DoS) attacks. And they lose users each time they are down.
Facebook acquired FriendFeed (long considered the Twitter [...]
Part 1 – Introduction
Part 2 – Strategic Measurement Framework
Part 3 – Design
Part 4 – Validation
Part 5 – Implement
Part 6 – Measure
If you have not been following the series – or for a refresher – please read the previous entries.
I was always bothered by the shallow measurements in two critical areas of experience management: at the [...]
