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 [...]
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 [...]
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 discussion [...]
We have been having extensive discussion on Social CRM and (as Mike Muhney puts it) the three Amigos: Sales, Marketing and Customer Service. We talked about Service extensively, and Allen Bonde (from Evoke CRM) has given us something to think about with his initial post on Social Marketing.
What about Social Sales?
I reached out to Joe [...]
(I know I have been lagging publishing lately, but been reading, researching, thinking and trying to put together the SCRM roadmap. Coming soon)
These are some thoughts I had today while talking to Allen Bonde, exceptional marketer and great thought leader for the CRM world.
We were trying to figure out a way to create a path [...]
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 (long considered the Twitter [...]
