How To Manage Enterprise Wide Social Performance
In our previous post, we established a growing concern among large and mid size enterprises the inability to manage risk, governance and performance objectives. In essence, what we are seeing is that...
View ArticleCustomer care in the era of social media
As social media changes the way we do business and the speed at which we do it, it stands to reason that it changes our expectations as well. More specifically, it changes customer expectations, when...
View ArticleSocial+CRM=CRM at SugarCon 2013
How Social can Help Fulfill the Promise of Delightful Customer Experience Which is better: Social CRM or Traditional CRM? Satya Krishnaswamy says that’s a false choice. The reality is they work...
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Effective Customer Service
In his recent blog post, Esteban Kolsky writes about the need to move beyond being just an efficient customer service organization and becoming an effective customer service organization. He also...
View ArticleGetting Started On Social Customer Service
More and more companies are jumping on the social bandwagon to provide customer service. No matter what the new channel of interaction, in customer service it always pays to pay attention to the person...
View ArticleGetting closer to a 360 degree view of the customer with social
In a world that is becoming increasingly more connected, it seems that everything moves at a faster pace. Scores of information can be located in mere seconds with just the click of a button. People on...
View ArticleBritish Airways, Syed & Promoted Tweets: So where do we go from here?
As the saying goes, the only two certainties in life are death and taxes, but there’s one other thing of which we can also be pretty certain. As long as there are businesses, there will be disgruntled...
View ArticleHow to lose a sales lead in 10 days
There’s something a bit frustrating about how difficult it is to get sales leads and how easy it is to lose them. Of course, some people lose their sales leads honestly: they do all the right things,...
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CRM Idol 2013 – Count down to the Finals!
For those who are keen followers of the CRM Idol contest, you are already aware of the significance of this annual contest organized by Paul Greenberg who is widely recognized as the Father of CRM. It...
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So what does your digital marketing technology stack look like?
Since I speak to digital marketers and CMOs as part of my job, the one question I always ask them is: “What does your digital marketing stack look like?” I have been surprised by the variance of...
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