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Strategic Ambiguity

On October 17, 2011 By Mitch Lieberman
Whether it is intentional or not, given by pundits, professionals or proselytizers ‘advice’ is too often vague, fluffy and/or shallow. Websites, blogs and articles are filled with key words suitable for Google but lost on most humans. In the domain where I read, think and strategize; customer service, this is especially annoying.  To be clear, [...]
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Forrester’s Tech Radar Assessment Of 24 Contact Center Technologies For Customer Service

On September 27, 2011 By Kate Leggett (Forrester Research)
The contact center technology ecosystem for customer service is a nightmare of complexity. At a high level, to serve your customers, you need to: Capture the inquiry, which can come in over the phone, electronically via email, chat, or SMS, and over s...
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5 Things You Need To Know About (Social) CRM (Definitions)

On September 6, 2011 By Wim Rampen
I think trying to define something is a very good exercise to understand what you are dealing with or what you are trying to do it for. It also helps to communicate internally. And regardless of what many say, I don't think there are enough definitions...
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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 ...
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Free online courses from Stanford useful for Social Analytics

On September 1, 2011 By Prem Kumar Aparanji
AI Class by StanfordNatural Language Processing and Machine Learning form a crucial aspect of Social Analytics and is the kernel in many a 'social media listening' solution. And not just in social media marketing, it is emerging as a key skillset of de...
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Customer Delight or a Brilliant PR Stunt? You Decide

On August 22, 2011 By Mitch Lieberman
Friend Graham Hill (@grahamhill) took the time to share his thoughts regarding the Morton’s Steakhouse ‘ Surprise Airport Delivery’ last week. I will add my $.02 throughout. There is an interesting true story doing the rounds of customer service blogs at the moment. In it, Peter Shankman a customer service writer, blogger and regular customer [...]
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Turbocharge Customer Service With Social Channels

On August 17, 2011 By Kate Leggett (Forrester Research)
We all know that companies are trying to leverage social channels for customer service. But how can they be deployed in a way that adds value to an organization? Here are my thoughts: You can't implement social technologies in a silo within your contac...
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Service Can and Should be Proactive – Social or Not

On August 17, 2011 By Mitch Lieberman
If there is data available, or simple process improvement that could easily elevate my service experience, as a consumer, why are companies not doing it? Telecommunications carriers are such easy targets that I hesitated to write this post. I can offer offer simple advice, as a practitioner, from both a process and technical perspective, so [...]
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Observations why Social CRM isn’t….

On August 12, 2011 By Wim Rampen
No, I won't claim Social CRM is dead, to the contrary. It just isn’t growing up fast enough to really have a business impact. This is more likely due to the slow pace at which companies are responding to changing market environments than it is due to...
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Quick review on Google+

On June 30, 2011 By Prem Kumar Aparanji
Well, since everybody & their dog friend seems to be getting onto Google+ today ... and since in spite of the heavy supply of accounts there seems to be an even greater demand as evidenced by people selling invites to Google+ on ebay ... may b...
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