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 [...]
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 [...]
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 [...]
There is no magic to building communities.
You don’t have to sell your soul to have one, nor do you need to spend countless resources for it. It is a simple 1-2-3 that will provide you with the most valuable information directly from your customers. Want to try?
First, let’s define what we mean by communities. A [...]
All customers are created equal. Yeah, right. And the cow really did jump over the moon.
Customers come in all colors and sizes – and revenue and profit levels.
An essential component of managing customer relationships is customer-centricity. I am almost as tired of saying it as you are of hearing it. Yet, the part that is [...]
