June 2010 Archives - Effective CRM

When Complicated Is Easier Than Simple

On June 25, 2010 By Mike Boysen

[widget id="ad_unit-3"]ad_unit-3[/widget]Have you ever wondered why your [business process->business process mapping] never gets fixed? Ok, that’s assuming you know that it’s broken. However, most people realize, from time to time, that the environment they operate in could be better. So why did we always put off making the changes we really need to make? Can [...]

It is about the People, then the Product

On June 24, 2010 By Mitch Lieberman

Paul Greenberg did a great job of highlighting some cool folks with his “Following on more than Friday” post. I am humbled to be on that list and Paul, right back at you. But you knew that and I do not think it is a stretch to suggest that we have all learned a lot [...]

Are we oversimplifying the complex, or making the simple too complex?

On June 24, 2010 By Mitch Lieberman

Friend Scott Rogers (@jayhawkscot) sent me a link this morning, “The Complexity of Complexity“. A legacy from bi-gone days, when I studied Biophysics, though I still like to keep my eye on what is happening. Even more fun is when I can put what I did then, together with what I do now – thanks [...]

The Social Customer vs The Jobs People Do

On June 22, 2010 By Mike Boysen

[widget id="ad_unit-3"]ad_unit-3[/widget]I think we’ve come to a critical juncture in the discussion about the Social Customer. It seems that we keep focusing on the customer directly, and not in the context of the jobs people do to make the customer experience and outcome the best it can be. Just engaging in social conversation using social [...]

The Ultimate Social CRM Question

On June 21, 2010 By Mike Boysen

What Does the “s” Mean in sCRM?

[widget id="ad_unit-3"]ad_unit-3[/widget]Did you notice anything? I used a lowercase “s” because it’s time for the hype to be over (I didn’t come up with it – but saw it on Twitter). It’s time to start putting the social extensions to traditional CRM into place. There’s really no reason [...]

CRM in the age of the Social Web

On June 18, 2010 By Mitch Lieberman

I was invited to give a talk in Montreal this past week, which coincided with my attendance and participation at Enterprise 2.0 in Boston. I also had also just released a Guide to Understanding Social CRM, a white paper produced with Chess Media Group, some really smart folks who I really enjoy working with, and [...]

Enterprise 2.0 and Social CRM Converge towards the Collaborative Enterprise

On June 17, 2010 By Mark Tamis

At the Enterprise 2.0 Conference in Milan where Esteban Kolsky and I presented the “The New Era of Customer Engagement with Social CRM“, I spoke with Emanuele Quintarelli of Open Knowledge who organized the event – and he did a very good job I might add!. During our conversation Emanuele made the remark that Social [...]

The Social Customer – Complete Control or A Level of Control?

On June 17, 2010 By Mike Boysen

[widget id="ad_unit-3"]ad_unit-3[/widget]I’m not going to quote it directly, because even 140 characters seems long-winded these days, but I believe Paul Greenberg’s tweetable definition of Social CRM has been blown way out of proportion. So much so, that I actually feel that I need to build a bridge. Can you believe it? The iconoclast [...]

Very Detailed Thoughts on Social CRM and the Value it Provides

On June 14, 2010 By Mitch Lieberman

The following is an excerpt from our just released white paper, Guide to Understanding SocialCRM: “Social CRM is based on the simple premise that you are able to interact with your customers based on their needs, not your rules. It is an extension of CRM, not a replacement, and among the important benefits is that it [...]

Be A Nimble Organization – Social CRM With Potential

On June 13, 2010 By Mike Boysen

[widget id="ad_unit-3"]ad_unit-3[/widget]We’ve been all over the social customer and the social business to the point now where it’s becoming annoying. Frankly, if you’re a business owner, executive or professional you’re probably ready for some stuff that fits into the job you already have – not a job the social media companies hope that you’ll have. [...]

When Complicated Is Easier Than Simple

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