(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 […]
Category Archive: Social CRM
The Many Faces of Social CRM
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 […]
Gartner Magic Quadrant for Internal Social Sotware 2010: Valuable or Not?
Gartner recently released their Magic Quandrant report for internal social software vendors. The below images are courtesy of Read Write Web. The first image is for 2010 the second is from last year. You can clearly see that this year there are a lot less vendors featured, you can read the RWW article on that […]
From Fans and Followers to Customers and Advocates: A Social CRM Presentation at Blog World
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 […]
Facebook: The Greatest CRM Platform in the World?
Ok, so it’s not exactly a fully fledged CRM system (yet) but when you compare the information you have on a client or lead in Salesforce with the information that Facebook has on the same person the difference and quality of information is mind-boggling. Not only that but Facebook permeates across the online world like […]
Do You Want Satisfied Customers or Loyal Customers?
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 […]
Where Does Email Fit Within Social CRM?
Before you say anything let me first put some context around why I’m asking this question. On Friday I’m going to be speaking at the Social Email Marketing conference in San Francisco. Almost all of the sessions are going to be focused on email, and then…there’s me. The nice fellow whose going to be talking […]
An Algorithmic Versus a Heuristic Business Approach (to Customer Engagement)
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
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?
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. […]