Posted in November 9, 2009 ¬ 01:45h.Esteban Kolsky
Part 1 – Introduction
Part 2.1 – SCRM-E2.0 Pivot Point
Part 2.2 – SCRM Business Functions
Part 3 – SCRM Rules Layer
We find ourselves now having to decide which channels (remember? Social CRM is adding social channels to CRM) we are going to use to deliver the business functions we picked earlier, and to fulfill the rules [...]
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Customer Experiencecem, channels, CRM, Customer Experience, customer relationship management, methodology, multi-channel, multichannel, Roadmap, scrm, soccrm, social channels, social crm, social media
Posted in May 6, 2009 ¬ 07:17h.Esteban Kolsky
Are you hurting your customers by introducing not-fully-baked new experiences?
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Customer ExperienceCommunities, community, CRM, Customer Experience, customer experience management, customer relationships, Customer Service, experiences, multi-channel, social media, strategy, Voice of the Customer
