Posted in April 6, 2010 ¬ 02:39h.Esteban Kolsky
Before you look away, this is not about Social CRM definitions. Paul Greenberg wrote a Focus brief earlier this week, comparing Social CRM and Traditional CRM. I want to extend the thought a little bit with a post I have been writing for a couple of weeks now. Paul’s post gave me the nudge I [...]
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Customer ExperienceCRM, crm 2.0, customers, Marketing, sales, scrm, Service, social business, social crm, support, TheSocialCustomer.com
Posted in June 1, 2009 ¬ 09:36h.Esteban Kolsky
If you rush to use Twitter for Customer Service, you will fail. Twitter is not integrated with enterprise applications. The lack of out-of-the-box integration capabilities in Twitter mean it lacks the ability to transfer information in either direction. It does not capture the Twitter interaction record, as you would a chat interaction or email thread, [...]
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