Parature (not a client, in case you are keeping track of who is and who isn’t) introduced this morning a new product: Parature for Facebook. It is the first in a line of products they say are going to be introduced in the next few months where they port their customer service solution to Social Networks [...]
Read the rest of this entry »As promised, I’ve decided to share (and test) my next three rules of social media marketing, as a follow on to my last post. These are loosely inspired by the “immutable laws” from Ries and Trout, and are based on some of the models my firm is developing. They also aim to be observations and [...]
Read the rest of this entry »In 1991 Siebel introduced the concept of a CRM Suite. The first complete version came along shortly after, and the first successful, complete implementations were around 1995-1996. In November of 2007 Oracle, Siebel, and Microsoft announced their first “Social CRM”-aware products, and it was only earlier this year that Paul Greenberg set a working definition [...]
Read the rest of this entry »John F Moore recently wrote in his blog, and Paul Greenberg concurred, that we need to move beyond just Customer Service for Social CRM. Today I am privileged to have Allen Bonde write a guest post on Social Marketing. In case you don’t know Allen, he was the head of his own research group (The [...]
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 [...]
Read the rest of this entry »It’s time to formalize your role as community manager. You have several communities in your life already. The different aspects of your life before have now become online communities. In my case, my professional network has moved to LinkedIn, my family and friends to Facebook, and my daily routines to Twitter. I also frequent blogs, [...]
Read the rest of this entry »Implementing Social Media has no effect on Loyalty. Loyalty is achieved over a long-time, building trusty relationships and consistently delivering to expectations – or exceeding them. Expectations are set by the organization in response to customer’s needs, with an eye to what they can do to meet their needs as well. Not providing service through [...]
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