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lithium

Sorry Gartner, Here’s the Real Magic Quadrant for SCRM

Sorry Gartner, Here’s the Real Magic Quadrant for SCRM

By Mark Fidelman on August 31, 2011

To understand what Social Customer Relationship Management (SCRM) is, we have to start with a clear definition. The definition must be clearly articulated and easily understood by individuals in the industry. In the Magic Quadrant for Social CRM, Gartner writes, “Social CRM applications need to be far more customer-centric than more-traditional CRM applications. Without benefits […]

Posted in Application Software, Featured Posts | Tagged CRM, customer relationship management, enterprise 2.0, gartner, Gartner MQ, IBM, jive Software, lithium, magic quadrant, newsgator, nimble, paul greenberg, salesforce.com, scrm, Social CRM, sugarcrm | 2 Responses

Delivering Happiness Through Social Documentation

Delivering Happiness Through Social Documentation

By Mark Fidelman on September 16, 2010

User Manuals Are Dead So why are they still being produced?  What value are they providing your customers?  User manuals today are the marketing equivalent of mailing out company brochures.  Utterly useless.  Static HTML and PDF based user manuals aren’t much better.  They haven’t evolved or kept pace with even the most rudimentary corporate websites.  […]

Posted in Application Software, Featured Posts | Tagged enterprise 2.0, lithium, mindtouch, Social Documentation, telligent, user guide, user manual | 2 Responses

ThinkPassenger Private Full Service Enterprise 2.0 Communities

ThinkPassenger Private Full Service Enterprise 2.0 Communities

By Mark Fidelman on July 9, 2010

ThinkPassenger’s red velvet rope approach is unique in the industry.  It requires corporations to shed the megaphone approach to customer messaging and to connect with their customers  one on one.  They make it exclusive, fun and rewarding to both company and participant.   It’s typically full service, private and very exclusive.  Think “privileged”.  It begins with […]

Posted in Enterprise | Tagged ariba, enterprise 2.0, Infographics, jive, lithium, Review, Strategy, thinkpassenger

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