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Category Archive: Social CRM

Why the Enterprise 2.0 Vs Social Business Debate is Really Going On


Posted by on November 15, 2010

(Chess puzzle, white to move and mate in 2, can you figure it out?) There’s been some interesting blog fodder as of late around whether or not the terms Enterprise 2.0 or Social Business are more applicable in describing this shift towards emergent collaborative tools being used within the enterprise.  Let’s start things off with […]

The Many Faces of Social CRM


Posted by on November 8, 2010

I thought it would be very interesting to look at how other people in the world are talking about, describing, and visualizing Social Customer Relationship Management (Social CRM).  I found some pretty interesting images out there and compiled some of them below.  I also included an image from Chess Media Group.  It’s interesting to see […]

From Fans and Followers to Customers and Advocates: A Social CRM Presentation at Blog World


Posted by on October 19, 2010

A few days ago Brent Leary and I presented the first ever Social Customer Relationships Management (Social CRM) session at Blog World Expo.  We didn’t talk about twitter, facebook, or any other social tools or social media.  We focused on business applications which many people found re-freshing, especially at a social media conference.  Here is […]

Do You Want Satisfied Customers or Loyal Customers?


Posted by on September 30, 2010

I was checking out a Jeffrey Gitomer presentation recently and stumbled on to what is perhaps my new favorite quote to describe the customer and company relationship. “Would you want your spouse to be satisfied or loyal?” The same applies to your customers.  Sure it’s great to have satisfied customers but isn’t it better to […]

An Algorithmic Versus a Heuristic Business Approach (to Customer Engagement)


Posted by on September 6, 2010

I’ve been reading Dan Pink’s book, “Drive,” and while I’m only 50 or so pages in, I can say that so far it’s a pretty interesting read.  One particular area of the book mentions the difference between algorithmic vs heuristic ways of getting things done.  Dan breaks down the difference between algorithmic and heuristic ways […]

Customer and Company Value, You Must Define Both


Posted by on September 2, 2010

In my presentations I oftentimes reference a quote from Gartner which says the following: “By 2010 more than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value.  Rushing into social computing initiatives without clearly defined benefits for both the company and […]

Will CRM Sytems and Listening Tools Become One and the Same?


Posted by on September 1, 2010

Call me crazy (as many of you have), but I don’t see the separation of “listening tools” and “CRM systems” lasting too much longer.  We have actually seen a few acquisitions over the past few months such as Jive acquiring Filtrbox, Lithium acquiring Scout Labs, Meltwater acquiring Buzzgain, Attensity acquiring Biz 360, and several others.  […]