I had an excellent lunch with my friends at Simplybox (great company, killer idea, well implemented enterprise collaboration- not a client) on Wednesday and we had a sensational discussion on solving problems. They are going through a growth phase and are trying to position their product better based on their customers feedback. We discussed several [...]
Read the rest of this entry »It is certainly quite interesting to hear people discuss “The Social Business” as if it was a brand-new invention, something that we never thought of before. These are the same people that are claiming that now the customer is in control and we have to turn our businesses to them and vow in their general [...]
Read the rest of this entry »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 [...]
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 [...]
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 [...]
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 [...]
Cloud computing and social business enablement are more closely linked than most people realize. The success of one will likely increase the likelihood of success of the other.
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