July 2010 Archives - Effective CRM

The Absence of Noise

On July 30, 2010 By Mitch Lieberman

In my previous post, I focused on Listening versus Hearing, a distinction I feel is very important, others seem to as well. Friend and colleague Scott Rogers expanded the thought to Listening versus Understanding. In his post, Scott relayed the following; the dollar value the average person thought a minute of their time was worth comes [...]

Social Media Channel for Regulated Industries

On July 29, 2010 By Prem Kumar Aparanji

I can't listen, even if I want to! Source: FlickrPfizer tomtomed about what they call as the first slideshare channel from a regulated industry player and many social media pundits have taken up arms against this claim & termed the channel as not s...

The Multimedia Social Thread or The Social Media Multithread

On July 28, 2010 By Mike Boysen

[widget id="ad_unit-4"]ad_unit-4[/widget]Today, conversations, or threads, can take place over time and through a number of traditional channels. For example, you’re on the golf course with a client and he asks you to send him some more information on the topic you just mentioned. So, first you call him and leave a voice mail with the [...]

Social CRM for CRM’ers

On July 27, 2010 By Mike Boysen

Social CRM adoption among CRM consultants faces a huge hurdle because everything being hyped today looks nothing like the CRM they work with, and their customers work with, each day. This is a simple CRM to SCRM bridge. I hope it helps the CRM consultants that aren't on board with social media yet.

Is @oldspice engaging with the social customer – PR or SCRM?

On July 25, 2010 By Prem Kumar Aparanji

Flintlock pistol flashes. Source: Denver DirectIf you are from the US & watch TV or follow twitter, facebook and/or youtube closely to catch the fleeting memes as they unfold, you must have obviously noted the exalted buzz around the recent ad camp...

Like Dimples On a Golf Ball – These Are The Silos of Social CRM

On July 23, 2010 By Mike Boysen

If you look at CRM like I do, one of the things on your radar screen should be the identification of silos in a business. From an operational standpoint, they may be necessary, but from the customer’s standpoint, they are nothing but annoyances. Unfortunately, the vast majority of CRM acquirers (software) don’t think through the [...]

Social Hearing Versus Social Listening, There is a Difference

On July 18, 2010 By Mitch Lieberman

I am torn between two topics this weekend – one is the subject line above, the second is is the fun topic of “Creepful”; the awkward combination of being insightful and sharing so much information with the person you are speaking with that they believe it is actually creepy. I will come back to that [...]

Jack Be #Nimble, Jack Be Quick…

On July 16, 2010 By Mike Boysen

…Innovation creates a hockey stick — as in market growth.

If the rest of the “sCRM” world doesn’t react quickly, they could miss out.

I just read Martijn Linssen’s post about his thoughts on Nimble and he was dead on. Everyone is talking about being where your customer is, but until now no [...]

About Them Continuums

On July 14, 2010 By Esteban Kolsky

(this is a cross-post of a short post I wrote for Ciboodle, a client, to introduce a research white paper I wrote) I recently wrote an article about what an Experience Continuum is –published at MyCustomer.com – and how organizations can go about adopting the model. It is not as simple as snapping your fingers, [...]

Social Media Archiving

On July 14, 2010 By Prem Kumar Aparanji

Pain in the neck? Source: Flickr“Every firm that intends to communicate, or permit its associated persons to communicate through social media sites must first ensure that it can retain records of those communications.”– FINRA Regulatory Notice...

Jack Be #Nimble, Jack Be Quick…

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