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Go With the Customer Flow
An interesting statistic caught my attention about customer interaction through Social Media; these interactions represent only 1% of company-customer interactions, and are expected to grow to 4% in five year’s time in France (Les Echos). In other...
Vote For Your Favorite #CRMIdol!
We’ve entered the final phase of this wild and lovely ride to choose the best up and coming CRM company – the one to keep and eye on both now and in the future! We now need YOUR help in deciding which company should be the 2011 CRM Idol and which...
Service Differentiation Based On Customer Capabilities
When it comes to providing customer support, service is in general provided at the lowest common denominator level regardless of whether the customer is a Rocket Scientist or a Poodle Walker. Segmentation and service differentiation based on...
Putting Social Messaging in Context
During his keynote at the Social Business Forum Milan where I participated in a panel, Keith Swenson made the following very interesting observation: in business, the paradigm is moving from a Newtonian model (external observability, smoothness,...
Social CRM in Retail
The Edelman Trust Barometer indicated that we trust CEOs and experts more than last year, and that trust in “people like me” slipped down the list. But, when it comes down to it, who do you turn to when you want to know how a dress looks on you –...
Incentivizing Online Community Participation
The adage concerning online customer communities has it that you should not give monetary rewards or gifts to members, as this is an impediment to to the ‘health’ of the community and keeping it vibrant. Participants would be motivated only by...
Customer Insights, Collaboration, and Cloud in 2011
It’s that time of the year again, when we look back to the past and try to project what will happen in the future. Although I do not consider myself to be an analyst, I do have some ideas I’d like to share concerning my areas of interest. The year...
Service Agility thru Adaptive Case Management
Who hasn’t been there? After waiting 20 minutes on hold with Customer Service, then 15 mins for explaining your problem, the Contact Center Agent says she is really sorry, but can’t do anything about resolving it because something first has...
Enterprise 2.0 And The Different Flavours of Social CRM
Social CRM and Enterprise 2.0 are a natural fit. In an endorsement for the Enterprise 2.0 book, Leo Apotheker (now heading HP) said that “McAfee clearly understands the role of IT in creating superior customer value…”, and indeed, I very much agree...
Enterprise 2.0 And The Different Flavours of Social CRM
Social CRM and Enterprise 2.0 are a natural fit. In an endorsement for the Enterprise 2.0 book, Leo Apotheker (now heading HP) said that “McAfee clearly understands the role of IT in creating superior customer value…”, and indeed, I very much agree...
Customer Enablement Technology
Enterprise Software Vendors have always focused on their enterprise clients’ needs when concocting their products. SFA, SCM, CRM, ERM, [insert your TLA] were all developed with the objective of optimising business from the inside-out, formalising...
Enterprise 2.0 and Social CRM Converge towards the Collaborative Enterprise
At the Enterprise 2.0 Conference in Milan where Esteban Kolsky and I presented the “The New Era of Customer Engagement with Social CRM“, I spoke with Emanuele Quintarelli of Open Knowledge who organized the event — and he...
Data-Driven Social CRM
I have been reading some very interesting books about strategies around becoming a customer-driven organisation and also about the benefits of Customer Engagement Programs (more on that in later posts). In the discussion around Social CRM we agree...
Social Learning and Customer Engagement
One of the approaches to improving Customer Engagement and Experiences I'd like to explore is the potential to include customers, partners and suppliers in the Social Learning process. One of the drawbacks of an customer ideation platform/...
Rethinking Sales in a SCRM Strategy
Before you start thinking “where the heck is he going to go with this, does he want us to ditch our Sales people?”, let me reassure you – it won’t happen so I won’t try to argue in that sense. All I’ll be talking about here is that we could...
Data-Driven Social CRM
As I read and exchange more with my friends of the Accidental Community and others ”in real life” & through Twitter, my ideas seem to evolve constantly — every day seems to add a boatload of new perspectives....
Social CRM and Social Business
Last week had the privilege of attending the CRM Seminar on “Social CRM for Business” organised by BPT Partners, where Paul Greenberg managed to attract a large number the world's thought leaders on Social CRM and...
The Paradigm Shift is in the People, Social CRM is a Response to it
I think the actual paradigm shift is the realisation of the consumers that they now have power derived from choice and the means to share and influence others with a far greater reach through the use of Social Media. We can now interact in...
Customer Contexts
[draft] When reading through the tweets and the post on Social CRM I often get the feeling that we are focusing too much on the individual customer. We store personal and business informaion in our CRM system, we keep track of what they have...
