Just What is Social CRM?
Is social CRM a product category or a collection of strategies that social media consultants and analysts are pushing? That is the question I have been spending much time considering as of late....
View ArticleChatter is Not Social CRM
I was talking with a friend who works for an unnamed big enterprise software company, here’s how the conversation went: ME: Hey, so what new stuff are you guys working on? HIM: Not a lot, so-and-so...
View ArticleJoining Get Satisfaction
“The years teach much which the days never knew.” – Ralph Waldo Emerson I have been thinking about this quote a lot lately, maybe it’s because I have become more introspective about myself and the...
View ArticleWho Owns That?
I had an interesting conversation with a senior executive from a large enterprise (in the Global 50) who was expressing frustration with the pace of innovation when it comes to implementing social...
View ArticleVoice of the Customer is Dead
Voice of the customer (VoC) programs have been popular from the moment that businesses first started having customers and in recent years the formality of these programs has increased and books have...
View ArticleThe End of the Beginning
Today Get Satisfaction announced that we have successfully closed a new round of financing, led by Bruce Cleveland at InterWest Partners. It’s a validating moment for all the hard work that the team...
View ArticleCustomer Service Hell: Web Conferencing
I have gone through some really bad customer experiences with online and offline services but few have rivaled that of my recent trials and tribulations with web conferencing service providers. This...
View ArticleGet Satisfaction Wins CRM Idol!
I will apologize in advance for the length of this post… there is a lot to write about the journey. Back in April I read on Paul Greenberg’s ZDNet column that he was organizing a competition called CRM...
View ArticleJive Comes Around, Focus on Customers
Social communities are instrumental to both social media and customer support strategy Jive’s announcement this past week to focus more on Social Customer Service is further validation that customer...
View ArticleThe 2012 Social CRM Tragic Quadrant
Last week the respected industry analyst firm Gartner Group released their 2012 Social CRM Magic Quadrant. For those of you who follow these proclamations, the inside baseball crowd, the MQ is an event...
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