(this is a cross-post of a short post I wrote for Ciboodle, a client, to introduce a research white paper I wrote) I recently wrote an article about what an Experience Continuum is –published at MyCustomer.com – and how organizations can go about adopting the model. It is not as simple as snapping your fingers, [...]
Read the rest of this entry »Before you look away, this is not about Social CRM definitions. Paul Greenberg wrote a Focus brief earlier this week, comparing Social CRM and Traditional CRM. I want to extend the thought a little bit with a post I have been writing for a couple of weeks now. Paul’s post gave me the nudge I [...]
Read the rest of this entry »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 [...]
Read the rest of this entry »On Tuesday January 12th we had discussion on the convergence between SCRM and Enterprise 2.0. My introduction to the topic summarized what I see as the main issue: SCRM and Enterprise 2.0 are heading in the same direction (customer-centricity), talking about the same issues (engagement), using the same technologies (collaboration), and solving similar problems (culture, [...]
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 [...]
Read the rest of this entry »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 [...]
Read the rest of this entry »Paul Greenberg put the stake in the ground by defining SCRM and said that we needed to grow if from there. I agree. And it is in that spirit that I want to introduce this post. A little bit longer that most of my posts, but a way to start the conversation on what does [...]
Read the rest of this entry »The metrics you are using won’t give you the results you want. You are using metrics that don’t lead to your goals or are related to your strategy. You are either using efficiency-driven metrics (aiming to get top performance from your operations) when your goals are calling for effectiveness, or you are using old metrics [...]
Read the rest of this entry »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, [...]
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