I had very interesting conversations and strategy sessions with my clients lately, and noticed peculiar things in the market as well — all of them around the same issue: Platforms.
No, I am not talking about the shoes of the 1970s we loved so much, I am talking about the intermediate layer of the cloud model [...]
It seems that 2010 is the year where Social Media really takes off; everybody is writing about how in 2010:
You will definitely be able to get an ROI from your Social Media investment
Social Media is going to take off
You can craft your Social Media strategy and make it stick
Your Senior Management will finally recognize the [...]
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 »I spent the past four months talking to as many people as I could about Social CRM. I talked to thought leaders, analysts, vendors, consultants, C-level executives, corporate managers and directors — anyone who wanted to talk about it.
We discussed definitions, and models, and strategies and plans. What they are doing, what they want to [...]
There is a lot of noise on whether or not Twitter should be used for Business.
On one hand we have examples like ComcastCares, DellOutlet, JetBlue and many others that have been used as case studies.
On the other hand, there is me. I wrote about not using it, about treating it as an IVR, and even [...]
Well, as usual I am late to break the news.
Salesforce introduced Chatter with great fanfare — and most everyone covered it in detail and analyzed it (Dion Hinchcliffe, Sameer Patel, and Michael Krigsman provided some of my favorite coverage).
I am going to tell you what I think most people are missing and the reason it [...]
As I wrote in the final part of the Roadmap to SCRM series, we are plunging into an era of community participation.
Communities are so much more than the traditional forum-like model. It is necessary to build good communities to get value and a return on the investment you put into it.
There are plenty of common [...]
Part 1 – Introduction
Part 2.1 – SCRM-E2.0 Pivot Point
Part 2.2 – SCRM Business Functions
Part 3 – SCRM Rules Layer
Part 4 – SCRM Channels Layer
Alas, the last part of this series (and my favorite) communities.
I do believe that communities are going to become the most important part of any social business – even to [...]
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 [...]
Funny thing happened to me this week.
I attended the Enterprise 2.0 conference in San Francisco and an SCRM conference showed up.
It all started with the keynotes on day one:
Tammy Erickson from nGenera delivered the opening address (she did a great job) talking about the differences between traditional enterprise and Enterprise 2.0: changes in society, people [...]
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