Our network

social crm

Best One-on-One Conversations of 2011: Social CRM, Entrepreneurship and Connecting with Real Influencers

December 22, 2010 by Brent Leary
with 783 views
0

Over the past couple of months I've been hosting a conversation series over at SmallBizTrends.com (thanks Anita Campbell!) called One on One. The goal of the series is to pick the brains of successful entrepreneurs, best-selling author, and executives with organizations serving the small business community, to provide entrepreneurs with... [read more]

Enable, Empower, Engage: Key to Social CRM Success

October 12, 2010 by Harish Kotadia, Ph.D.
with 2,302 views
2

In my first post of the year published on January 2nd, 2010 titled 2010: Year of Social CRM, I highlighted What is Social CRM, Why it is important and Why NOW is the time to invest in Social CRM. A lot has happened since then. Industry buzz around Social CRM has picked up considerably and a lot more CIOs and CMOs are considering... [read more]

Does Everyone Deserve Great Customer Service?

June 4, 2010 by themaria
with 663 views
0

This post was inspired by a discussion over on the CRM Outsiders blog that was in turn inspired by a discussion over on the SocialCRM Pioneers group led by Jeremiah Owyang and Ray Wang. The original question was posed by my pal Mike Fraietta of Jive Software. The issue in question was:... [read more]

The "Right" Degree of Automation

June 3, 2010 by themaria
with 206 views
0

Social media monitoring and measurement is hard. Knowing what to do with the data, how to respond and how to engage is harder. Being able to scale your response and engagement is even harder. If you are Mom'N'Pop Ice Cream, and you have 300 inbound social media messages per week, you can probably handle them yourself (Quick note: I... [read more]

Lessons from the recession: Customer Service Spending Needs to Increase in Social Media and Field Service

May 21, 2010 by Joe Hughes
with 326 views
0

  Hello again everyone-you last heard from me on the Teradata webcast-thanks again for the great feedback. One of the cool things about working in Customer Service CRM is that the landscape is always changing-always something to learn and do better. Over the past few years I've become increasingly interested in the phenomenon of... [read more]

5 Lessons Social CRM can Learn from CRM

May 17, 2010 by Harish Kotadia, Ph.D.
with 1,059 views
6

I have been implementing CRM Solutions for a decade, having successfully managed many large CRM projects for Fortune 500 companies in the US with high level of client satisfaction. Yes, you read that right – CRM project client satisfaction is not an oxymoron (it can be done and we even won “Best Project” award to prove it,... [read more]

How IT Services Companies can prepare for Social CRM opportunity

May 11, 2010 by Harish Kotadia, Ph.D.
with 286 views
0

In one of my earlier post, I highlighted the Social CRM opportunity for IT Services Companies. In this post, I want to elaborate further on it by explaining HOW they can leverage this opportunity. First step is to understand how customers of clients are using various Social Media channels (like Facebook or Twitter). And since this... [read more]

Social CRM: M&A deals indicate market consolidation. Who’s Next?

May 9, 2010 by Harish Kotadia, Ph.D.
with 400 views
0

In the past few days, we have seen two major acquisitions in the Social CRM space. First, Attensity Group acquired Social Media Monitoring Leader Biz360 followed by acquisition of social monitoring startup Scout Labs by Lithium Technologies. This signals maturing of Social CRM market as marketers start spending IT and... [read more]

Using Social Monitoring to uncover the Analytics of Geolocation -

May 8, 2010 by Marshall Sponder
with 2,301 views
1

Geolocation and mobile computing are trends that are now in the mainstream so it’s about time to examine what kind of analytics we can get and what we can do with it. Note - I wrote this post first for for IQWorkforce.com Web Analytics RockStars blog where it appeared this week; it also appeared on Webmetricsguru.com, my web analytics... [read more]

Rise of Social CRM and how IT & BPO Companies can Profit from it

April 18, 2010 by Harish Kotadia, Ph.D.
with 377 views
0

In my first post of this year published on January 2nd, titled 2010: Year of Social CRM, I highlighted why Social CRM is important and why NOW is the time to invest in it. In little more than three months since then, many CMOs and brand managers have realized the need for engaging Customers through Social Media channels and companies... [read more]

Sugarcon Day 2, Re-cap of Paul Greenberg’s Keynote on Social CRM

April 15, 2010 by Jacob Morgan
with 170 views
1

Instead of covering all the sessions I attended I’m going to focus this post on Paul’s’ keynote on social CRM because I believe there was a lot of valuable information and content that he presented.  As I did with my recap of the first day of Sugarcon, my notes are in an easy to ready bullet style format.  Let’s get to it.... [read more]

Re-cap of SugarCon Day 1

April 14, 2010 by Jacob Morgan
with 163 views
0

I literally flew in from Maui (via LA) and hopped on a train to get to Sugarcon on very little sleep.  I’ve never attended a Sugarcon event before but boy am I glad I did.  First of all I had the great pleasure of meeting with folks that I have been chatting with online but never met in person such as Paul Greenberg, Dr.... [read more]

The Social CRM Process

April 5, 2010 by Jacob Morgan
with 151 views
0

I’m speaking at the New Communications Forum in a few weeks on Social CRM and I’ve been doing a bit of researching and thinking around this topic.  I wanted to give all of you a sneak peak at some of the ideas and concepts that I’m going to be presenting, starting with the one below.  I’ve had a bit of a hard time coming up... [read more]

What makes "CRM" social?

April 3, 2010 by Michael Fauscette
with 617 views
0

  Social CRM is "the" hot topic these days with "experts" popping up everywhere. Last year I joined in the "let's try and define it" debate but I've moved on from that. I'm now convinced that simpler is better and I'll just agree with my friend and true social CRM expert Paul Greenberg that SCRM is really about having a... [read more]

Join the Social CRM Pioneers!

April 3, 2010 by Jacob Morgan
with 290 views
0

  A little while ago when Jeremiah Owyang and Ray Wang from Altimeter Group created their report on 18 use cases for Social CRM they also created a Google Group called Social CRM Pioneers (which currently is just shy of 400 members) where thought leaders, practitioners, and those just eager to learn; get together to talk about... [read more]

Definition of Social CRM – Explained!

March 28, 2010 by Harish Kotadia, Ph.D.
with 653 views
0

In one of my earlier post, I defined Social CRM as follows: Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. Loyalty is defined as attitude towards a brand that inclines a customer to repurchase it and/or recommend it to others. Social CRM and Social Media... [read more]