Posted in February 22, 2010 ¬ 08:00h.Esteban Kolsky
The driving force for the Social Customer era is the participation in communities both for social and professional purposes. From the structured social networks (e.g. Facebook and Twitter) to company-owned or company-sponsored communities used for support, sales prospecting, or research and development, through communities used internally for collaboration between workers – communities are showing up [...]
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Customer Experienceanalysis, analytical engines, Analytics, Attensity, CMS, Communities, content, efm, Feedback, insights, integration, platforms, social media, social media monitoring
Posted in November 3, 2009 ¬ 09:34h.Esteban Kolsky
Part 1 – Introduction
Part 2.1 – Pivot Point
Part 2.2 – Business Functions
It is important to recap a couple of things that we said before:
The SCRM Strategy is composed of multiple sub-strategies, some of which you may already have in existence
The roadmap to SCRM is an iterative process, where you will re-visit many times each strategy [...]
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Customer ExperienceActionable Insights, Analytics, business rules, cem, Communities, community, Customer Experience, customer relationship management, cx, enterprise feedback management, experience, Feedback, insights, methodology, Roadmap, scrm, segment, segmentation, service level agreements, soccrm, social business, social crm, social customer
