Let's Define Engagement the Left Brain Way

By Mike Boysen on Sep 2nd, 2010.

5

Definitions. Worthless. Waste of Time. And I promise I won't retweet every day for the next year.

Possibly worse than defining engagement is measuring engagement. It sounds great. But, you’re probably missing the real problem…disengagement. Of course, you need to have customers in order to experience this phenomenon. Maybe that’s why people without customers over-engage in all of the wrong ways. It only ends up making you look desperate, in a segment built on networks.

Filed Under CRM 5 Comments.

Leading in an increasingly networked world, personal notes

By Prem Kumar Aparanji on Sep 2nd, 2010.

1

Source: FlickrThere are a lot of books and research studies coming up about leading in the new reality & future. The Power of Pull: How Small Moves, Smartly Made, Can Set Big Things in Motion by John Hagel & co, Reorganize for Resilience: Putti…

Filed Under Social CRM 1 Comment.

A Long Tail Look at CRM as a Platform

By Mike Boysen on Aug 27th, 2010.

12

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 that can be used by ordinary people to do amazing things. How can you argue with something like that? Isn’t that what it’s all about? The opportunity to be amazing, no matter how simple minded you might be (like me)?

Filed Under CRM, CRM Software, Innovation, Long Tail, Open Innovation, Social CRM, Social Customer, Social Media, Software 12 Comments.

Top 8 Considerations For Evaluating and Deploying CRM

By Mitch Lieberman on Aug 25th, 2010.

12

I was invited by Focus.com and Sage SalesLogix to present as part of panel and discussion: CRM in the Cloud: The Top 8 Considerations for Building Brighter Prospects for Your Business. For those of you who know me, I often write on topics somehow aligned with Social CRM or Social Business, spending time looking forward. Recently, I find [...]

Filed Under CRM, CRM Software, Social CRM 12 Comments.

My Painful Journey from CRM to Social CRM

By Mike Boysen on Aug 21st, 2010.

60

I was dragged kicking and screaming into the Social CRM fray – so, I apologize for the crudeness of this post, but I just have to let it flow.

A number of years ago, I began a personal journey to discover where the real value of CRM was hiding. I was tired of installing software that my customers believed would rock their world – when it clearly didn’t (maybe a little ). I began my website, Effective CRM, as a place for me to begin writing about all of the things I was piecing together about how a business could get value out of their CRM initiative. While I was doing this, I heard about Twitter through a blog – and the title of it was something like “Twitter is the new CRM.”

Filed Under CRM, Customer Centricity, Customer Experience, Customer Lifetime Value, Customer Loyalty, Social CRM 60 Comments.

Social Media vs Social Customer Relationship

By Prem Kumar Aparanji on Aug 20th, 2010.

3

Image via WikipediaNotice that I have not used the words marketing or management in the title of this post? This post is just some notes I wanted to take (& thus share) based on what I am reading in the marvelous book called "Business Model Generat…

Filed Under Social CRM, Social Media 3 Comments.

Verizon Breaks Phones

By Mike Boysen on Aug 20th, 2010.

7

If United broke planes, that would be really big news. So, it should be big news that Verizon breaks phones. I’ve been impatiently waiting for my Froyo update (Android 2.2). According to all reports, they were supposed to be done with the Droid 1 round on August 18th. The 18th came and went. No Froyo. Then last night (a day late – weeks of waiting), I was a excited when my phone notified me it was ready to receive an update.

Hey Esteban, What About the Physical Channel?

By Esteban Kolsky on Aug 18th, 2010.

6

Anthony Nemelka is a long-time veteran of the CRM industry, having previously served as a senior executive at both Peoplesoft and Epiphany and most recently co-founder and CEO at Helpstream. This is the second in his series of posts this week on “The Last Mile of Social Collaboration.” And ending months of speculation, he’s finally [...]

Filed Under Customer Experience, Social CRM 6 Comments.

Bringing Real-time Collaboration Into CRM

By Mike Boysen on Aug 17th, 2010.

8

A long time ago, really long time ago, when networked, multi-user CRM became a reality, we all thought it was so cool that we could see a meeting, or a To-do, or an Email that was created or acted upon by someone else. And so the story goes for nearly 20 years. Fast forward to today. Never mind, it’s the same old same old.

Filed Under CRM, CRM Software, E20, Enterprise 2.0, Social CRM 8 Comments.

The Last Mile of Social Collaboration

By Esteban Kolsky on Aug 16th, 2010.

3

Today's guest post is by Anthony Nemelka. Anthony Nemelka is a long-time veteran of the CRM industry, having previously served as a senior executive at both Peoplesoft and Epiphany and most recently co-founder and CEO at Helpstream. Rumor has it he’ll be announcing his latest endeavor later this week. We often save the biggest problems [...]

Filed Under Customer Experience, Enterprise 2.0, Social CRM, Social Media 3 Comments.