New Oldspice Campaign: Social Media or Social CRM?
Hello ladies! (this is only funny if you have seen the Oldspice commercials, otherwise this is a bit awkward for all of us…) Over the past few weeks you may have seen that the Oldspice man has been responding to comments on youtube, facebook, and twitter by creating individual personalized messages for people essentially creating [...]
The Action, Reaction, Management, Process (ARM) for Social CRM
In the past week or so we covered a few interesting topics with easy to understand visuals (we hope). We looked at the difference between CRM and Social CRM (for those that are new here CRM = customer relationship management) and also explored the evolution of CRM to Social CRM. Today I want to talk [...]
The Evolution of CRM to Social CRM
In the last post we looked at what the difference between CRM and SCRM is (with visuals). Today I want to talk about how CRM is actually evolving to SCRM. There have been several images and diagrams which have attempted to depict the shift or evolution from CRM to Social CRM. Chess Media Group in [...]
Where does PR fit Within Social CRM?
Last week I had the pleasure of presenting at PRSA in New York (thanks Deirdre!) and while my original presentation was supposed to be around community building for PR professionals I decided to mix things up a bit and talk about where PR fits within Social CRM. I actually did this for a few reasons; [...]
The Disconnect Between How Vendors and Strategists Approach Social CRM
After spending a lot of time speaking and interacting with vendors and strategists in the Social CRM space it became very clear to me that vendors and strategists (or consultants or analysts or whatever else you want to call them) are on a very different page when it comes to understanding and explaining what Social [...]
12 of the Best Articles on Social CRM
There are some truly great and thought provoking Social CRM posts out there that I believe to an excellent job of helping move the SCRM space and the discussions around it forward. I wanted to take this opportunity to highlight some of those posts and REALLY encourage you read to read all of them. I [...]
What’s Coming Up Next for Social CRM and Enterprise 2.0?
We’ve talked about a lot of topics around the Social CRM and Enterprise 2.0 space and I think it’s about time we get a bit deeper into both of these areas and explore how they fit together. I get a bit frustrated when I hear people talking about SCRM and E2.0 from the same high [...]
What is Advocacy?
Here is another chess puzzle, white to move and mate in 2! Last week at the social CRM summit in Georgia those in attendance were tasked with an interesting exercise around understanding advocacy. We were to imagine that we worked for Direct T.V. (or as Paul likes to say Drek) and were told to come [...]
My Thoughts on the Social CRM (SCRM) Panel at Social Media Club
I recently had the pleasure of attending the Social Media Club (San Francisco and Silicon Valley chapter) panel session around Social CRM which was moderated by Jeremiah Owyang and included Salesforce, Get Satisfaction, Mint, and Lithium Technologies. The room was packed with around 100+ people that were all interested in Social CRM, which was great. [...]
Social Media vs Social CRM vs Social Business vs Enterprise 2.0
First off, yes this is an actual chess puzzle (you know I love chess right?), can you find the winning move for white? I’ve been giving this some thought lately as over at Chess Media Group (CMG) we are gearing up for our new website launch which also means finalizing our list of our core [...]
What is the Real Value of Social CRM (SCRM)?
I was originally going to write this post to cover the fact that Social CRM is also the customers’ responsibility and not just the companies’. Then I realized that at the end of the day most customers don’t really care about what their responsibilities are, they want their needs and demands met and that’s all [...]
Top Ten People to Follow in the Social CRM Space and Why (pt. 2)
A few months ago I highlighted five folks in the Social CRM space that I have been learning from and following and today I want to highlight five more (to round out my top 10 list). I’ve had the privilege of interacting with all of these people and they are all absolutely amazing. So without [...]
Presentation Slides On Social CRM from the New Communications Forum
My site was recently hacked but I’m back! Hope you guys had enough time to digest the social CRM evolution process that was stuck as my most recent post for the past week. I recently presented on Social CRM at the New Communications Forum in San Mateo and wanted to share my presentation with you. [...]
American Airlines Hates Its Customers!
I really wasn’t going to write this post but on the advice of some colleagues and friends in the industry, I decided to go ahead and share my experiences with American Airlines. Here’s my story: Last week I booked a last minute ticket to Hawaii; the flight departed Thursday and I booked it Wednesday evening. [...]
Sugarcon Day 2, Re-cap of Paul Greenberg’s Keynote on Social CRM
Instead of covering all the sessions I attended I’m going to focus this post on Paul’s’ keynote on social CRM because I believe there was a lot of valuable information and content that he presented. As I did with my recap of the first day of Sugarcon, my notes are in an easy to ready [...]
