I’ve been reading Dan Pink’s book, “Drive,” and while I’m only 50 or so pages in, I can say that so far it’s a pretty interesting read. One particular area of the book mentions the difference between algorithmic vs heuristic ways of getting things done.
In my presentations I oftentimes reference a quote from Gartner which says the following: “By 2010 more than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value. Rushing into social computing
Call me crazy (as many of you have), but I don’t see the separation of “listening tools” and “CRM systems” lasting too much longer. We have actually seen a few acquisitions over the past few months such as Jive acquiring Filtrbox, Lithium acquiring Scout Labs,
Over the past few months (and perhaps more so over the past few weeks) I’ve noticed a growing tension between the Customer Relationship Management (CRM) and the social media folks. In some instances this has led to direct name calling in public mediums – which
(White to move and Mate in 2, can you figure out the answer?) There’s been a lot of talk about what SCRM is (social customer relationship management) and how it should be defined. There has also been a lot of conversation around Social CRM from
I’m at the Alterian “Engaging Times” conference in Chicago which is full of interesting conversations and people. One of the things that struck me at the conference is that nobody defined or explained what “engagement” means. If someone “likes” your facebook page is that engagement?
Keep in mind when reading this that my background IS NOT in Customer Relationship Management (CRM), however as someone who is very involved with Social Customer Relationship Management (SCRM) it’s crucial to understand traditional CRM. My background has always been in social and in marketing.
A key tenant in Social CRM has always been around providing users with a better experience. In addition to delivering a great product one of the best ways to provide a better experience is through excellent service (yes there are other things). Here’s a simple
I wrote an article for CMS Wire (more on that later) entitled “What Buyers of Enterprise 2.0 Solutions Need to Consider Before Making a Purchase.” The whole point of the article is to address that small/medium and enterprise organizations have very different needs and capabilities
I just arrived at the CRM Evolution conference and last night I attended a pre-show meetup where I had a great conversation with Brian Vellmure. Among one of the interesting things we talked about is how he and I (and others) got involved with Social
