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best practices

Best Practices for Social CRM?

February 13, 2012 by Mitch Lieberman
with 395 views
0

Im;age: Carniphage/Flickr(creative commons)

If we have learned anything during the past few years it is that the pace of change is absolutely ridiculous. No matter what part of the organization you are in, your ability to keep pace is challenged daily. If we can accept this as a truth, then there is uniquely one best practice that might stand a chance, how we adapt to change. [read more]

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4 Steps to Keep it Simple in Social Customer Interactions [Exclusive]

June 16, 2011 by Jennifer Bach
with 508 views
0
Photo: Flickr/Kevin Hutchinson (Creative Commons)

As companies continue to explore best practices in delivering customer service online, sometimes less is more. This was the main takeaway of a study we recently completed that reviewed how brands talked to their customers in online chat. [read more]

Your Untapped Goldmine

June 22, 2010 by Maria Ogneva
with 1,007 views
0

Here's one resource you are probably not using to its 100% capacity: your employees. And I don't mean it in the run-em-into-the-ground-work-around-the-clock kind of way. What I mean is that you are probably not leveraging their knowledge, their passion and enthusiasm or their social capital well enough. How do I know that? Because very... [read more]

Creating Great Customer Experiences — It's As Easy As ABC......

June 18, 2010 by Andy Hanselman
with 412 views
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If you want to learn a new language you have to work at it. To create consistently great customer experiences you have to work at that too! Those that work on it and practise consistently are the ones that become ‘fluent' in it.  The basic foundation of any language is its alphabet, and it's the ability to combine the right... [read more]

5 Social Media Best Practices for Business

June 16, 2010 by Brian Solis
with 506 views
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Social networks and blogs are changing how consumers find places and services, how and where they share their experiences, and eventually, where they will spend their time and money. Without an understanding of, and participation in, social networks, you can miss shaping and contributing to the decision-making process of those who... [read more]

A Sign Of The Times?

June 1, 2010 by Andy Hanselman
with 544 views
0

I saw a sign the other day in a local cafe that announced that they now offer free wi-fi. Great news, I thought, that's really handy. The nicely handwritten chalkboard sign went on to tell me in no uncertain terms all the rules, regulations and restrictions that they'd impose on any users. They included: It was free only for... [read more]

Twelpforce: Best Buy's Social Customer Service Perspective

May 21, 2010 by Maria Ogneva
with 1,308 views
0

I had the good fortune of having John Bernier of Twelpforce on my inaugural BlogTalkRadio show on Monday. For those who don't know, Twelpforce is Best Buy's Twitter helpline. You can listen to the full podcast and download it to iTunes by clicking the show link. John Bernier started his Best Buy in traditional marketing and... [read more]

Creating Devoted Customers? Keep On Keeping On

May 17, 2010 by Andy Hanselman
with 301 views
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I once heard the British comedian Bill Bailey talking about asking for advice on how to entertain an audience when doing stand up. He was told by an established fellow comedian “Just keep saying funny things to them”. It's simple (even obvious?) advice. 'Delighting' customers is about '... [read more]

What Comes After Social Business?

May 17, 2010 by Esteban Kolsky
with 1,323 views
6

  I wrote before about social business (three posts here exclusively— 1, 2, 3), I even defined it (at a very high level) as the convergence of internal collaboration tools under the name of Enterprise 2.0 and external customer interactions, under the name of SCRM.  It is supposed to be about bringing customers and... [read more]

The Businesses of B2B Social Media

May 12, 2010 by Brian Solis
with 583 views
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Social Media is often misconstrued as a medium for business-to-consumer or B2C engagement and discounted as a viable communications network for those companies focused on business-to-business transactions. However, B2B, as in any other field impacted by online activity, is faced with a prime opportunity to not only cultivate... [read more]

Creating A Customer Focused Culture — Breathe In AND Out!

April 30, 2010 by Andy Hanselman
with 641 views
2

I read a survey that revealed that 9 out of 10 executives believe that corporate culture is as important as strategy for business success. The report surprised me because that seems so obvious, why would it be a headline? (it also implies that 10% of executives thought it wasn't as important which is even more surprising!). Surely this... [read more]

The Economics of Social Business

April 22, 2010 by Peter Auditore
with 706 views
0

  I have asked Natalie Petouhoff to join me in writing this week's blog post. Natalie was a leading CRM analyst at the Forrester Group and I enjoyed meeting and spending time with her at the SCRM conference with the father of SCRM Paul Greenberg in Virginia. Natalie gets it and has teamed up with a colleague to create new models... [read more]

12 Tips to Improve Customer Support Calls

April 22, 2010 by Tim Sanchez
with 604 views
1

I've answered my fair share of customer support calls in the six years of my work at ABIS Consulting Group. Throughout those years, I've learned a lot about customer service and how to conduct myself when answering a support call. While the following list is molded by my own experiences in the enterprise software industry, most of the... [read more]

Business Credibility Is Different From Social Trust & Friendship

April 20, 2010 by Vanessa DiMauro
with 357 views
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In my last post, I pointed out how professional networks online are not based on friendship and trust, but rather on the sharing of deep knowledge between participants, whether individuals or institutions. Respect and influence are good words to use to describe the outcomes of sharing knowledge within a professional social network. So... [read more]

The Essence of Being a Social Business

April 15, 2010 by Esteban Kolsky
with 1,321 views
6

Social is an interesting word. If you ask 20 people for a definition, you will get 25 definitions — as at least ¼ of the group will have changed their definition upon listening to others. If you ask Wikipedia, it will tell you that it is a Fuzzy Concept — something that implies that each person or entity using the... [read more]

Companies are Touching the Tip of the Social CRM Iceberg

April 12, 2010 by Jacob Morgan
with 284 views
1

In preparation for my talk on social CRM at the New Comm Forum, I am once again sharing another concept/image that I will be presenting.  We, at Chess Media Group are calling it “Corporate SCRM Integration Fundamentals.”  The purpose of the presentation, images and ideas I have been sharing is to “get real... [read more]

Is Social CRM a house of cards?

April 8, 2010 by Mitch Lieberman
with 226 views
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I am not simply going for shock value, I am asking a tough question where one of the possible answers is ‘yes', and that scares me a bit. If we choose to ignore 20 years of knowledge, experience and best implementation practices, then we are setting ourselves to repeat the same mistakes that gave CRM a bad name. This pushes... [read more]

Embrace New Media Engagement Opportunities

April 7, 2010 by Michael Pascucci
with 234 views
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In the current state of the economy, it is no longer about simply reaching out to your audience and hoping that they purchase your product — keeping your fingers crossed that they will become a “fan” of you. It is now about creating, building and extending relationships with your audience. Whether they are direct... [read more]

Is the Social Media Bubble Bursting or will the Tsunami Continue?

March 30, 2010 by Peter Auditore
with 460 views
5

    According to Umair Haque, Director of the Havas Media lab,  the social media bubble is about to burst, here is an excerpt from his post on HBR March 23, 2010, “I'd like to advance a hypothesis: Despite all the excitement surrounding social media, the Internet isn't connecting us as much as we think it is. It's... [read more]

Leggo My Legroom

March 23, 2010 by Barry Dalton
with 149 views
2

Remember those Kellogg's commercials for Eggo frozen waffles?  I'm no ad man, but I'm here to tell you.  Those Kellogg's folks knew how to generate demand.  The frozen waffle as coveted icon, revered by everyone in the house. I feel like I'm stuck in a bad dream back in the 1970's, appearing in those commercials over... [read more]

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