It’s Time for Social Service Level Agreements
My idea of SSLAs (social service level agreements) would take the concept of the SLA and just apply it to the social web but hopefully in a much simpler way. I’m not stuck on the term here and perhaps SSLA might not even be the best term for this, maybe Terms of Social Customer Engagement [...]
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. [...]
The Evolution of the Social CRM Process
A few weeks ago I wrote about the Social CRM Process (read this first before moving on) which received quite a lot of attention and feedback from the online community. The process that I have created has since evolved to incorporate some additional ideas and elements which were originally missing. I incorporated some feedback from [...]
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 [...]
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 [...]
Companies are Touching the Tip of the Social CRM Iceberg
In preparation for my talk on social CRM at the New Comm Forum (which I hope you will attend, see sidebar), I am once again sharing another concept/image that I will be presenting. We, at Chess Media Group are calling it “Corporate SCRM Integration Fundamentals.” The purpose of the presentation, images and ideas I have [...]
Company Outputs vs Customer Expectations in Social CRM
We’ve been talking quite a bit about social CRM lately as I’m gearing up to present at the New Communications Forum in a few weeks. I’ve really received some killer feedback on the Social CRM Process post that I wrote a few days ago. Collectively we (me and the community here) have identified several areas [...]
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 [...]
Helpstream CEO Gone. Or is it the Company? Either Way, We Gain a Great Blogger.
You heard the good news here first, so it’s only appropriate to be the first to follow up: Bob Warfield is likely out as CEO of Helpstream, a Social CRM SaaS provider. The company website still lists Bob as CEO, but his blog post this morning implies news not yet officially announced: My Startup Track [...]
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 [...]
