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Posts Tagged ‘segmentation’

The Roadmap to SCRM, Part 3 of 5

Posted in November 3, 2009 ¬ 09:34h.Esteban Kolsky10 Comments »

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

Paul Greenberg at CRMe09: It’s About The Social-Emotional Customer

Posted in August 24, 2009 ¬ 20:43h.Esteban Kolsky11 Comments »

I attended the opening Keynote this morning with Paul Greenberg at CRM Evolution 2009. There were some very interesting things that Paul discussed that I want to share with you and elaborate on.
First the summary of what he covered.
Started by ensuring we all understood that the Social Revolution is not new (remember epinions.com? when yelp [...]

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