Popular Articles
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Breaking the Social/Sharing – Life/Work Divide…
Explore Article CRM Outsiders (Sep 2 2010)
For many in the CRM industry, I think they see “social” as a sort of magic bullet, one that will create a scenario where seemingly overnight, their boring and ugly applications will turn into apps sales, marketing and support teams can’t live without – with widespread and total adoption rates. Not likely… -
Customer Experience: A train wreck more than a market.
Explore Article blogs.gartner.com (Sep 2 2010)
One path but many roads: just make sure each driver has the same map and destination. The Customer Experience categories, the “Social” categories, and the vendor landscape are going to be wracked with change, so you’d better keep your GPS available, and your own goals clear. That will clear most roadblocks. -
Guest Blogger Allen Bonde: Making the Move to Social Commerce
View all 2 articles » Explore Article Customer Strategy (Sep 2 2010)
Many businesses need to make the move to social commerce. And do it quickly to show that social media can earn its keep. Social channels don't exist in a vacuum, of course. And goodwill built up in social interactions can come crashing down if a customer experiences a frustrating call with customer support or an inattentive sales associate when they visit a retail store.
Social Media vs Social Customer Relationship - Editor's Picks
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CRM and VRM meet
Explore Article Beagle Research Group, LLC (Sep 1 2010)
VRM, in my humble construction is in some ways a mirror image of CRM in that it tries to address what I call the at-large issues of the vendor-customer interface. But the two differ in many ways that are good and constructive. Where CRM focuses on issues around sales, marketing, service and support, VRM takes a more holistic view and tries to answer some of the more in-depth issues like the nature of the legal relationship between the parties and what contracts between them should and should not contain.
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For small businesses, social CRM all about relationships
Explore Article Direct Marketing News (Sep 1 2010)
In 2008, software company Providence, RI-based BatchBlue released its BatchBook social CRM platform, which aims to help small businesses -- half of its clients have 10 employees or less -- cultivate relationships with their customers through social media. Pamela O'Hara, co-founder and president of BatchBlue, recently discussed social CRM with DMNews.
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Agencies stay watchful amid social-media fervor
Explore Article fiercegovernmentit.com (Sep 1 2010)
Hyper-vigilance on the inside and the outside seems to continue as the watchword for government attitudes toward social media. For example, should you happen to say anything about the Food and Drug Administration in a social media context, the agency wants to know about it. -
Getting started with social CRM
View all 2 articles » Explore Article Direct Marketing News (Sep 1 2010)
Social CRM is causing quite a stir in the marketing world. Marketers are anxiously looking for help with combining e-mail and social activity with existing customer data and profiles to create a single view of the customer.
Using Customer-Driven Marketing to Act Like the Corner Store - Editor's Picks
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Six Benchmarks To Help Scope Your CRM Project
View all 2 articles » Explore Article Editor's Picks (Sep 1 2010)
Every year, I get hundreds of inquiries about CRM business process project strategy and technology selection: “How many solutions should we look at? What criteria should we use to evaluate the vendors? How much do the solutions cost? Who should lead the implementation project? How long will it take to deploy the solution? How likely are we to achieve the business results we are targeting? What pitfalls do we have to watch out for?” I just published a report based on a survey of 99 companies that provides answers to many of these questions. Here are some of the highlights:Top Twelve Evaluation Criteria For CRM Professional Services Selection - Editor's Picks
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Social Servicing – A First Step to Social CRM
Explore Article Editor's Picks (Aug 31 2010)
Although I’m certainly not an expert in SCRM, I’ve been working over the past few months with several companies that I would say are building the foundation for what their companies’ SCRM may look like in the future. These Fortune 500 brands are not fully focused just yet on SCRM, or even totally understand the implications of social media on their traditional CRM systems. However, what they are doing is what I classify as “Social Servicing” – an important first step in understanding and addressing the needs of customers online and figuring out how to measure those efforts. -
What Does a Social CRM Process Look Like?
Explore Article cmswire.com (Aug 31 2010)
One of the things we haven’t really been able to see is what a SCRM process or flow of information could look like. I’m not going to argue the definition of Social CRM but I’d like to get into more detail in terms of what I think the process actually needs to look like. A little while ago Chess Media Group, in collaboration with Mitch Lieberman, developed the following image which I believe is a great starting point for visualizing Social CRM within an organization — a sort of Social CRM “map” if you will.
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How CEOs Will Use Social Media in the Future
Explore Article mashable.com (Aug 30 2010)
Today’s CEO is not social. So says Forrester Research’s CEO George Colony. Very few of the CEOs at top companies in the U.S. and the rest of the world have any material presence on the popular social media sites. Colony believes they should be social though, and all signs are pointing to a future filed with CEOs who can speak the language of the people — social media.
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Social Crm - another crock?
Explore Article zdnet.com (Aug 30 2010)
As far as I am concerned SCRM expressed in terms of crowdsourcing is yet another case of a bloviating crowd of vested interests yelling as loud as they can in the Twitter circle jerk. Desperately seeking attention for something that is far removed from reality while tenuously linking to things already done rather than things in the future. -
The Social Work of Social CRM
Explore Article destinationCRM.com (Aug 29 2010)
With the rise of product and service communities, ratings and review sites, and you name it social forums, it's time to offer personalized interactions with customers no matter their preferred communication channel. Mix in mobile devices and now there are a remarkable number of channels to manage, more interaction data, and increasingly sky-high expectations from customers who are conditioned to want their information and answers in real-time. -
Open Source, CRM and the Realities of Business
Explore Article ecommercetimes.com (Aug 19 2010)
Open Source, CRM and the Realities of BusinessE-Commerce TimesOpen source CRM has evolved the only way it could be expected to evolve -- somewhat away from its roots as a community-driven and developed application and ...and more »
Comment on Article Mentions: Martin Schneider
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6 Pieces of Research Every Customer Service Pro Should Know
View all 2 articles » Explore Article Editor's Picks (Aug 27 2010)
Looking to make your point in a presentation about customer service? Trying to sell the case to the boss about why he or she should really care about the customer experience? Considering a foray into social customer service? How about some facts and figures about Social CRM? Stats make a good argument, and help give you instant credibility. On top of that, they are interesting and fun to read. Here are a few that you may find valuable whether you are making the case to the executive team or simply writing a blog post.It’s time for Outsourcers to get on the Social CRM Train - Editor's Picks
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