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
There are a lot of great thinkers and practitioners in the Enterprise 2.0 space whom I follow for ideas, information, and advice. The space as a whole is still fairly new and there really aren’t THAT many folks involved in Enterprise 2.0 initiatives, especially when
I recently came across a plug-in for Gmail called Rapportive which I think is a great step in the right direction for Social CRM. In the past, when I send or receive emails from people, I have often wished that there was some sort of
This is the forth and final part in the Vistaprint Enterprise 2.0 series. Today, we’re going to wrap things up by discussing the future of Enterprise 2.0 at Vistaprint as well as some of the lessons that Vistaprint has learned thus far. Just to re-cap,
This is part three in a series of four posts on how Vistaprint has been implementing Enterprise 2.0 at their organization. Today we continue the discussion with more information on change management followed by a focus on the ideation work. There were two key organizational
Tomorrow I’m boarding an Emirates flight for a seventeen hour trip to Dubai, UAE. From there I have a one hour flight to Muscat, Oman. I’m conducting a client workshop there for a few days and plan to stop over in Dubai for a few
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
This is part two in a multi-part series on how Vistaprint is implementing Enterprise 2.0 within their organization. This post will cover Change Management. If you missed it, part one covered the business drivers of Enterprise 2.0, which discussed how Vistaprint deployed two Enterprise 2.0
This is the first in a series of posts on how Vistaprint is implementing Enterprise 2.0 within their organization. I modeled this after the outstanding series of posts that Bill Ives did on Booz Allen Hamilton. I conducted several in-depth interviews with Vistaprint’s Director of
Since I’m speaking at the New Comm Forum (see sidebar) 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
