Re-cap of SugarCon Day 1
I literally flew in from Maui (via LA) and hopped on a train to get to Sugarcon on very little sleep. I’ve never attended a Sugarcon evet before but boy am I glad I did. First of all I had the great pleasure of meeting with folks that I have been chatting with online but [...]
The Social CRM Process
I’m speaking about Social CRM at the New Communications Forum in a few weeks and I’ve been doing a bit of research and thinking around this topic. I wanted to give you a sneak peak at some of the ideas and concepts that I’m going to be presenting, starting with the one below. I’ve had [...]
Join the Social CRM Pioneers!
A little while ago when Jeremiah Owyang and Ray Wang from Altimeter Group created their report on 18 use cases for Social CRM, they also created a Google Group called Social CRM Pioneers (which currently is just shy of 400 members) where thought leaders, practitioners, and those just eager to learn, get together to discuss [...]
Three Models for Applying Customer Feedback to Innovation
Customers have always been core to companies’ existence. An obvious statement for sure. Customers are the source of cash flow, and have historically been thought of in marketing and transactional contexts. But in recent years, we’ve seen the rise of a new way to consider customers. As vital influencers of company activities and strategies. Two [...]
Three Things Businesses Need to Focus on For Successful Social CRM
I was recently interviewed by the Wall Street Journal and was asked what the three most important things are for small businesses as they pertain to Social CRM (this applies to large businesses as well). My response focused on listening, acting, and integrating the customer into the business. Here’s a quick high level run-down of [...]
Rapportive Takes a Stab at SCRM with Gmail Integration
I recently came across a plugin for Gmail called “Rapportive” which I think is a great step in the Social CRM direction. Whenever I send or receive emails from people I always wished that there was some sort of automatic way for me to find out where that person exists in the social web and [...]
Report on 18 Use Cases for Social CRM
Jeremiah Owyang and Ray Wang from Altimeter Group released their report today on the 18 use cases for Social CRM and provide some ideas and guidelines for how to move forward within the space. They included quite an impressive roster of experts and vendors to help them compile their report. However, keep in mind that [...]
Top Ten People to Follow in the Social CRM Space and Why (pt. 1)
Since I’m speaking at the New Comm Forum on the topic of Social CRM (SCRM), I thought it would make sense to put together a list of SCRM folks that I have been learning quite a lot from. These aren’t necessarily the most influential or popular SCRM practitioners or analysts, just the one’s I really [...]
How Comcast Approaches Social CRM
Since I’m speaking on the topic of Social CRM at the New Comm Forum in April, I decided to reach out to a few folks to get their ideas and impressions on what’s going on in the space. One of the people I reached out to was Frank Eliason from Comcast (many of you may [...]
The Social CRM and Enterprise 2.0 Experience Continuum
I’m a big fan of the work that Esteban Kolsky has been doing with Social CRM and he recently stated that he is going to be branching over towards the Enterprise 2.0 space. Social CRM and Enterprise 2.0 efforts need to work in conjunction with one another and that’s what this whole post is about. [...]
