Social Customer - Effective CRM

Standardized and Automatic are not the same as Efficient and Consistent

On November 1, 2011 By Mitch Lieberman

Modern customers (aka Social Customer or 21st Century Customer) are demanding, multi-channel and empowered. Your customers, being modern, expect each experience to be positive, efficient and valuable. Finally, there is the desire that the brand experience will be consistent across the different points of interaction. That said, ‘consistent’ should not be confused with “the same” [...]

Is the identity of the Social Customer at risk?

On October 30, 2011 By Prem Kumar Aparanji

Assange vs ZuckerbergPaul Greenberg posited well over two years ago (and more than those many years in the making) that the social customer had taken control over the conversation and that the businesses needed to respond to that. Businesses did r...

Social CRM: Hiring the right definition

On September 3, 2011 By Prem Kumar Aparanji

There is a huge discussion going on over at thebrandbuilder blog & on twitter too over the definition of social CRM, especially the Paul Greenberg version as adapted by Esteban Kolsky. There is a nice effort at wordsmithing the definition and this ...

Cloud vs Distributed computing and the Social Customer aka the Global Citizen

On December 12, 2010 By Prem Kumar Aparanji

Clouds in the Eagle Nebula where stars are born. Source: WikipediaThe past few weeks have been all about cloud computing. Be it the wikileaks and Amazon standoff or the Dreamforce 2010 event unveiling 7 'Clouds'. Lots have been talked about both. One i...

Cloud vs Distributed computing and the Social Customer aka the Global Citizen

On December 12, 2010 By Prem Kumar Aparanji

Social CRM Infographics–An Evaluation Framework

On December 8, 2010 By Mike Boysen

I’m feeling WONDERFUL today! How about you? Hi everyone, I’m so super excited to finally release my framework for evaluating Social CRM Infographics. OMG, aren’t you excited too? Come on everyone! Get super excited!!! Yay!

In all un-hyped seriousness, did you know that Infographics are one of the new SEO tools? If you follow the [...]

A Long Tail Look at CRM as a Platform

On August 27, 2010 By Mike Boysen

I’ve been reading a simple, yet really really cool book this week. It’s called Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers. When Wim Rampen mentioned it recently the titled sounded a lot like me (ok, 1/3 – challenger). As with most things I’m attracted to, it’s a simple framework [...]

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 [...]

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 [...]

How to Solve the Problems of Social X

On April 26, 2010 By Esteban Kolsky

I wrote this post before on deciding what is the problem we are trying to solve with Social X (where X represents media, CRM, Business, etc.). Today I want to take a few moments to tackle something that is a pet peeve of mine: how to solve the problem you have identified. There are two [...]

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