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podcast
Podcast: "Third Places" and Customer Service
Historically, customers had to dial in to call centers or go to vendor websites (or to the vendor's physical location itself) for service and support. With the rise of social business, this is no longer the case...vendors and customers are now meeting on neutral ground, and everything changes as a result. [read more]
The State of CRM: Analyst Roundtable Conversation
I had the pleasure of having three of the brightest thought leaders in the CRM industry on with me to talk about a host of important topics. Forrester's Natalie Petouhoff, Asuret CEO Michael Krigsman, and Altimeter Group Partner Ray Wang cover a lot of ground but still get to the heart of issues like: Why CRM is facing an... [read more]
Some of my CRM posts, presentations and podcasts in English
CRM best practices are not always best practices for Latin American companies We need collection processes and functionality as part of any CRM #crmlatam How Iowa State University remembers me? A good example of managing the customer lifecycle Managing International CRM Projects 7 Social Media Basic Steps The State Of CRM in Latin... [read more]
When Social Networks Turn to CRM: MySpace's Tish Whitcraft on Improving the Customer Experience
I recently had the pleasure of speaking with Tish Whitcraft, SVP of Customer Experience & Operations for MySpace. MySpace handles more than 700,000 customer contacts monthly while supporting a user base of 100M people. And users visit the help pages on the site to the tune of 5.5M monthly views. During our conversation... [read more]
Social CRM at the Speed of Light: A Conversation with Paul Greenberg
Listen to the interview: I recently caught up with CRM thought leader, analyst, blogger and guru Paul Greenberg. And while he's all these things, he's also best known as the author of what many people have called the bible of the industry - CRM at the Speed of Light.The 4th edition of the book has... [read more]
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Becky Carroll is the President and Founder of Petra Consulting Group focused on WOW customer experiences. More »
John Hernandez is a Vice President and General Manager in Cisco's Enterprise, Commercial and Small Business Division. More »
Jesus Hoyos Jesús Hoyos is a CRM industry analyst, advisor, speaker, influencer and blogger for the Latin American region. More »
Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on Customer Strategies. More »
Brent Leary is Co-founder & Partner of CRM Essentials LLC, a CRM consulting/advisory firm focused on small and mid-size enterprises. More »
Alyson Stone is Manager of Customer Programs and Publications for Assistly. More »
Emily Yellin is an author, journalist, and contributor to the NY Times. More »
Social Media Results Conference: Engage. Communicate. Measure. Profit.
When: Wed, 2012-05-23 08:30
Interactive Communication for the Transport Industry
When: Tue, 2012-07-10 08:23
INBOUND 2012
When: Mon, 2012-08-27 08:00
Excellence in Customer Service: Supporting Better Quality and Delivery of Service
When: Wed, 2012-09-26 08:00
Book Now Book Now Excellence in Customer Service: Supporting Better Quality and Delivery of Service
When: Wed, 2012-09-26 11:58
“Great article! You have really given us a lot to think about here. Employees are like customers sometimes and managers and business owners do need to learn to define who they are and what they are about. When looking at employees as sports betting owners can have a brand new perspective on how to handle them and treat them at times. id = "ap19r"; bgcolor = "#943465"; showstats = "den"; n ...”
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