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Customer Service, the New Marketing in the Era of the Social Customer

November 30, 2011 by Michael Fauscette
with 131 views
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"On the public social web you have to be where your customers are and you have to listen and respond. You can also create your own communities and create an even richer customer experience. Building and focusing on customer experience creates the best marketing, word of mouth / influence marketing, and that comes, in no small way, from exceptional customer service delivered "when, where and how" the customers chooses." [read more]

Social Software, Feature or Product?

October 22, 2011 by Michael Fauscette
with 107 views
2

"We have this debate running about social software and whether it's, for the most part anyway, a set of features that should be embedded in other products / platforms, or long term stand-alone products. The evolution of new applications can take a few different paths but there seems to be a pattern of sorts." [read more]

The Social Web as a Customer Support Channel

September 16, 2011 by Michael Fauscette
with 239 views
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"SaaS vendors have a high service level with their customers, of course, so having some public way to update status and maintenance downtimes, is essential. Using social channels for support isn't just limited to software vendors though. The concept of opening up social communication channels to reach customers "when, where and how" they choose, applies across a broad range of industries, BtoC and BtoB." [read more]

Engaging Customers on Facebook

March 21, 2011 by Michael Fauscette
with 81 views
1

In preparing for a webinar this week with Lithium Technologies on Facebook and your brand, I spent a bit of time researching best practices for engaging customers on Facebook. I've pulled together a list and thought it might be useful to share some ideas and techniques that some companies are finding effective on Facebook and other... [read more]

Socializing Software

October 8, 2010 by Michael Fauscette
with 2,138 views
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Transforming business to a networked environment is mostly about changing business culture to become more social and connected but it doesn't mean that specific tools aren't needed to support that transformation. Two things come together to create great change, technology and culture. The social web is a driving force that is empowering... [read more]

Social CRM: Thinking Outside the “Call Center” Box

July 31, 2010 by Harish Kotadia, Ph.D.
with 2,031 views
1

If one studies history of automobiles, the first cars powered by internal combustion engines running on fuel gas appeared as early as 1806. But early autos were little more than horse drawn carraige fitted with an engine. It was not until 1889 that Gottlieb Daimler and Wilhelm Maybach designed a vehicle from scratch... [read more]

Q&A with Radian6′s Lauren Vargas from our Recent Webinar

July 1, 2010 by Akin Arikan
with 2,015 views
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Social CRM has just gone from being a buzz word to being an official software solutions category: Gartner has released their Magic Quadrant for Social CRM! On that occasion, let me post the Q&A from our recent webinar with Radian6′s Lauren Vargas below. The replay of the webinar is available to Web Analytics Association members from... [read more]

The Social Customer Bill of Rights

June 9, 2010 by Michael Fauscette
with 659 views
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The social web has empowered and changed behavior and in general is having a broad impact on the way people find information, share information, make decisions and interact on both an individual level and with organizations. In previous posts I've looked at the new generation of hyper-connected or Gen C and looked at how the social web... [read more]

What’s Coming Up Next for Social CRM and Enterprise 2.0?

June 2, 2010 by Jacob Morgan
with 379 views
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We’ve talked about a lot of topics around the Social CRM and Enterprise 2.0 space and I think it’s about time we get a bit deeper into both of these areas and explore how they fit together.  I get a bit frustrated when I hear people talking about SCRM and E2.0 from the same high level point of view all the time (I’m also guilty of... [read more]

social CRM (sCRM) definition : CRM + aggregator + socialytics

May 28, 2010 by Lisa Moore
with 1,085 views
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While continuing my search for knowledge on the subject of social CRM (sCRM), I was able to attend a seminar this week in Atlanta on "Social CRM Strategies for Business" put on by BPT Partners.  During this seminar, I had the pleasure of meeting one of the presenters, Paul Greenberg, who is one of CRM's most influential authors... [read more]

socialytics (so-shel-lit-iks) - the Holy Grail of social media

May 21, 2010 by Lisa Moore
with 588 views
2

Social analytics = socialytics  (simply a very natural word evolution) While researching information for my new social technology consulting business I found myself focusing on social analytics and it's vital role, that in its glory has truly YET to be developed or seen, in our social media world.   My consulting business... [read more]

Social Media vs Social CRM vs Social Business vs Enterprise 2.0

May 19, 2010 by Jacob Morgan
with 303 views
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First off, yes this is an actual chess puzzle (you know I love chess right?), can you find the winning move for white? I’ve been giving this some thought lately as over at Chess Media Group (CMG) we are gearing up for our new website launch which also means finalizing our list of our core service offerings.  There are a lot of “... [read more]

Companies are Touching the Tip of the Social CRM Iceberg

April 12, 2010 by Jacob Morgan
with 163 views
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In preparation for my talk on social CRM at the New Comm Forum (which I hope you will attend, see sidebar), I am once again sharing another concept/image that I will be presenting.  We, at Chess Media Group are calling it “Corporate SCRM Integration Fundamentals.”  The purpose of the presentation, images and ideas I have been... [read more]

Top Ten People to Follow in the Social CRM Space and Why (pt. 1)

February 26, 2010 by Jacob Morgan
with 252 views
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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 influential or popular SCRM practitioners or analysts, just the one’s I really pay attention to... [read more]