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 [...]
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 [...]
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 [...]
As promised, I’ve decided to share (and test) my next three rules of social media marketing, as a follow on to my last post.
These are loosely inspired by the “immutable laws” from Ries and Trout, and are based on some of the models my firm is developing. They also aim to be observations and discussion [...]
This review covers the main CRM product, I am going to do a review of OnDemand (or at least get the information) later today and tomorrow.
You probably already read the reports of what Oracle has announced for CRM at Oracle OpenWorld 2009 (here is an official Press Release and a link to the Press Release [...]
(I know I have been lagging publishing lately, but been reading, researching, thinking and trying to put together the SCRM roadmap. Coming soon)
These are some thoughts I had today while talking to Allen Bonde, exceptional marketer and great thought leader for the CRM world.
We were trying to figure out a way to create a path [...]
In 1991 Siebel introduced the concept of a CRM Suite. The first complete version came along shortly after, and the first successful, complete implementations were around 1995-1996.
In November of 2007 Oracle, Siebel, and Microsoft announced their first “Social CRM”-aware products, and it was only earlier this year that Paul Greenberg set a working definition for [...]
John F Moore recently wrote in his blog, and Paul Greenberg concurred, that we need to move beyond just Customer Service for Social CRM. Today I am privileged to have Allen Bonde write a guest post on Social Marketing. In case you don’t know Allen, he was the head of his own research group (The [...]
Read the rest of this entry »Technology does not solve business problems.
A common misconception in enterprise applications is that technology is the answer.
Or at least part of the answer. Technology may be part of the solution although lots of business problems are solved without using technology. It may be a part of the strategy, albeit strategy is about setting goals and [...]
No one will ever do things like you do.
Whether you outsource your customer service to a local provider, a Big 3 firm, or a remote company in India it is always the same: someone can do your work for you better, cheaper or faster. It won’t be the same, though.
Unfortunately, outsourcing decisions are done based [...]
