Why the Enterprise 2.0 Vs Social Business Debate is Really Going On
(Chess puzzle, white to move and mate in 2, can you figure it out?) There’s been some interesting blog fodder […]
Social CRM
The Many Faces of Social CRM
I thought it would be very interesting to look at how other people in the world are talking about, describing,
Gartner Magic Quadrant for Internal Social Sotware 2010: Valuable or Not?
Gartner recently released their Magic Quandrant report for internal social software vendors. The below images are courtesy of Read Write
Events, Social CRM
From Fans and Followers to Customers and Advocates: A Social CRM Presentation at Blog World
A few days ago Brent Leary and I presented the first ever Social Customer Relationships Management (Social CRM) session at
Facebook: The Greatest CRM Platform in the World?
Ok, so it’s not exactly a fully fledged CRM system (yet) but when you compare the information you have on
Social CRM
Do You Want Satisfied Customers or Loyal Customers?
I was checking out a Jeffrey Gitomer presentation recently and stumbled on to what is perhaps my new favorite quote
Where Does Email Fit Within Social CRM?
Before you say anything let me first put some context around why I’m asking this question. On Friday I’m going
An Algorithmic Versus a Heuristic Business Approach (to Customer Engagement)
I’ve been reading Dan Pink’s book, “Drive,” and while I’m only 50 or so pages in, I can say that
Customer and Company Value, You Must Define Both
In my presentations I oftentimes reference a quote from Gartner which says the following: “By 2010 more than half of
Will CRM Sytems and Listening Tools Become One and the Same?
Call me crazy (as many of you have), but I don’t see the separation of “listening tools” and “CRM systems”