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Social CRM

Trust and Customers

May 13, 2012 by Barry Dalton
with 72 views
0

Photo by Lars Plougmann via Flickr

A large component of the brand social media conversation revolves around this notion of trust.  Up until now, I hadn't thought too much about it.  And being that I'm not a brand manager or anything like that, I never really saw it as a topic for this forum.But a recent survey report I read from Brandfog called... [read more]

Are Your Customers Noticing Your Company’s Facebook Page Updates Now?

May 12, 2012 by Allen Mireles
with 115 views
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The grumbling is growing. Marketers are getting frustrated that fans seem not to be noticing their Facebook page updates. For some, engagement seems to be lessening since Facebook introduced the Timeline format.This is anecdotal however. There is little data to support this now. Some surveys show increases in fan engagement. Some, like... [read more]

What Is Klout And Why Do We Care? Or Do We?

May 8, 2012 by Allen Mireles
with 88 views
2

What is a Klout score? What does your Klout score mean? Not so surprisingly, even after multitudes of blog posts and Twitter comments, video clips and traditional media mentions, most of the world doesn’t yet know what Klout is, what their Klout score means, or why they should care. [read more]

Social Media and Automation: Right or Wrong?...'Yes.'

May 6, 2012 by Allen Mireles
with 211 views
0

Image courtesy of author's blog

The question of social media and automation has come up a lot recently.  Is using it right or wrong?  I say yes. Both right and wrong, depending on how you use the automated tools, on what you are trying to do, and who you are trying to do it with. Social media can be a time suck. There’s no getting around it.It takes time... [read more]

The New Way to Segment For a 6x Greater Return

May 4, 2012 by Esteban Kolsky
with 45 views
0

Image: S.john /Shutterstock

As I was doing research for a deck I did on long tail CRM, I found a case study that was too good to pass up. I have been using it for the past few weeks in presentations and talks, but wanted to get your thoughts. [read more]

Social for Customer Service: it’s About the Customers

May 1, 2012 by Esteban Kolsky
with 260 views
0

Image: nasirkhan /Shutterstock

 

How can organizations embrace social channels and technologies to improve customer service? I must’ve heard this question every day in the past 6-9 months. [read more]

Strategy First, Platform Second ... Please!

May 1, 2012 by Vanessa DiMauro
with 73 views
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I don't know how many times I've had to shift a conversation into reverse when an initial business discussion about online communities begins with "We're thinking about starting an online community. What's your opinion of Platform X?" [read more]

Smart Customers Abandon Stupid Companies

May 1, 2012 by Bruce Kasanoff
with 211 views
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The gap between smart customers and stupid companies is growing by the minute. [read more]

Guy Kawasaki Wonders Why Amazon Doesn’t Buy Pinterest, I Just Wonder Why They Won’t Let Me Stream Videos from the Plane

April 30, 2012 by Brent Leary
with 66 views
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When Larry asked Guy what he thought, Guy shot one out there I hadn’t thought about – he wondered why Amazon hadn’t offered to buy Pinterest by now. He said with millions of people pinning great images of things they like, others may want to buy these things if they could do so right on the spot. [read more]

CRM Idol 2012 – And So It Begins…

April 30, 2012 by Esteban Kolsky
with 84 views
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Starting today CRM Idol 2012 (the second season) began. The experience last year for all participants, in their words, was incredible. [read more]

The Secret to Customer Service in Social Media

April 28, 2012 by Chris Dessi
with 289 views
0

Image by ijustwanttobeperceivedthewayiam via Flickr

Last night – or more accurately, this morning at about 1 a.m. I was having a slight panic attack. I’m in the midst of compiling content for a speaking engagement on May 3rd.  I’m also launching a new company and I don’t have business cards for the event I’m speaking at- yikes. So seven days ago I used a service called... [read more]

The Rise of Generation-C…and What to Do About These Customers

April 21, 2012 by Brian Solis
with 192 views
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I recently had the privilege of presenting at the GDOL Digital Talkfest in Istanbul. The focus of the event was very much in line with my current work. GDOL tracks the new generation of consumers who do everything online and the impact they now have on popular culture, society and ultimately business. I refer to this generation as... [read more]

Content + Social = Leads

April 8, 2012 by Keith Paul
with 306 views
0

Your content is great, right? Right? At least so say your marketing managers. Let’s assume they’re correct. Your content is the shiz-nit. It’s great stuff, easy to understand, performs reasonably well on your web site, perhaps it’s also well-received by your sales org.So what’s the ROI? Are you able to measure this? Probably not. But I’... [read more]

You Are Missing The Boat

April 6, 2012 by Todd Schnick
with 43 views
0

Drawing by Hugh Macleod

I know many of you are missing the boat when it comes to the tools now available to you. How do I know this? Because I hear the following statements:“I don’t understand social media.” “It doesn’t apply to my industry.” “Nobody I am targeting spends time on social media.” “I don’t have the time.” “It is too hard to generate content.”These... [read more]

Tracking the Sales 2.0 Conference Evolution

April 6, 2012 by Josiane Feigon
with 59 views
0

The Sales 2.0 conference has come a very long way — and, as many people report, it is finally growing up. The Sales 2.0 Conference adoption curve has traveled a long road; here’s the journey: [read more]

Social Software Solutions: High-Level Guidance for Organizations

April 4, 2012 by Courtney Hunt
with 102 views
0

Before pursuing a social solution, organizational leaders should revisit their strategic goals and objectives and identify whether new digital technologies can help achieve them. They should also assess how they are currently leveraging all forms of media and communication, including print, email, and telephone. [read more]

6 Steps to Brilliant Social Customer Service

April 4, 2012 by Omar Zaibak
with 1,006 views
0

Social customer service is more important than ever. Follow these steps to get in the game. [read more]

Are You Ignoring the Social Inspiration People Metrics?

April 1, 2012 by Pam Moore
with 135 views
0

Image courtesy of author's blog

Being a data and ROI junkie I often find myself buried deep in analytics, spreadsheets and conversion funnels. I like to look for the “why” in both data and people. It’s easy to get side tracked by all the geekdom in social. From looks (impressions) to likes, follows, retweets, influence scores, views, demographics, insights,... [read more]

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Are Customers Driving Contact Centers Towards Social Care?

March 29, 2012 by Walter Van Norden
with 145 views
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Image: Igor Petrov/Shutterstock

The emerging field of social care is being handled differently by different organizations. Some firms are using social media channels to ‘listen’ to customers to improve marketing, products and support. Others are ‘engaging’ with customers to address individual issues and reduce the volume of traffic to other support channels. [read more]

The Rationale for SCRM Analytics

March 26, 2012 by Adam Metz
with 255 views
2

Photo: Merfam/Flickr(creative commons)

This situation, my friends, illustrates the key problem with customer social data. There’s tons of data. The data’s cheap and good (like all beer seems when you’re 21, right?). But just as there is no party without cups for the beer, without somewhere to put the customer social data, there will be no results for your brand. [read more]

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