Social CRM posts, articles, and infographics

Social Media Co-Opts the Super Bowl

February 5, 2012 by Pam Dyer
with 18 views

Image courtesy of author's blog

With more than 100 million tuning in to watch each year, the Super Bowl has long been a mecca for advertisers. Brands have historically unveiled some of the best commercial spots of the year during the game, which they’ve kept under wraps for months. These ads are pricey; not only are production values high (read costly), but... [read more]

More Social Customer Engagement Models That Don't Suck

February 4, 2012 by Adam Metz
with 59 views

Ed. note: This is part of a series of excerpts from The Social Customer, the new guide to social customer acquisition, monetization, and retention by Adam Metz. For the first entry, go here. This installment continues Chapter 2: The “How” and “Where” of Engagement and the Four Social Customer Scenarios. Adam introduces two more... [read more]

Drink Up… This is How Listening Builds a Brand

February 3, 2012 by Keith Paul
with 35 views

When was the last time you acted upon recommendations from your customers? No, I mean you really acted. I like to make sport of calling out companies for botching their social media activities (see Chrysler and Starbucks). I seldom see awesome successes like Narragansett’s. And yes, I count it a success even though the ultimate... [read more]

Facebook Files S-1 for $5 Billion IPO (Revealing Stats & Revenue)

February 2, 2012 by Brian Solis
with 82 views

Updating as this plays out with deeper analysis and links… Just a few moments ago, Facebook officially filed an S-1 for an initial public offering seeking to raise $5 billion. Here are a few key findings… - 845 million monthly active users, year over year growth of 39% - 483 million daily active users as of December, year over... [read more]

Social Media vs. Email — Are We Asking The Right Questions?

January 28, 2012 by Maria Ogneva
with 160 views

Image courtesy of author's blog

While announcing the death of e-mail is a bit premature, it’s absolutely a reality that the paradigm of communication has changed. There has been a flurry of articles lately about giving up email completely, as well as criticisms of such an approach. I think what’s more valuable than claiming the victory of each of the extremes is the... [read more]

The Heartbeat of Social Media

January 27, 2012 by Pam Moore
with 57 views

Image: Courtesy of author blog

Are you part of the beating heart? Or are you just a part of the noise contributing to the stress, confusion and disbelief in the value of social media. I challenge you to ponder this question in your online work in 2012. Do something of value. Do something that makes people smile. Do something that creates communities doing good things together. [read more]

Trust is Hard to Come by These Days

January 26, 2012 by Networked Insights
with 31 views

Image courtesy of author's blog

For years, I have kept tabs on the Edelman Trust barometer report, which comes out every January in Davos. And this year was no exception. After last year I figured this year's report could make an excellent gauge of the economy worldwide! Simply put, the report states: Trust is down in every industry and every country across the... [read more]

Which Department Should Lead Your Social Media Activities?

January 23, 2012 by Luke Brynley-Jones
with 314 views

Image: Courtesy of author blog

Deciding who takes the lead on social media is one of the biggest questions that big brands (and lesser mortals) are facing today. [read more]

Connecting with the Next Generation of Consumers

January 23, 2012 by Max Gladwell
with 178 views

Photo Credit: Mobile Youth via author's blog

Research shows that SoLoMo (social + local + mobile) is the key to connecting with Generation Y The Next Web published an broad aggregation of research-based stats for Generation Y marketers. Following are the most relevant to highlights for multi-location brands seeking to connect with Generation Y (ages 13 – 24) and establish brand... [read more]

What Happens When The Customer Doesn’t Raise His Hand?

January 22, 2012 by Dave Brock
with 67 views

Photo by sweetenough via Flickr

There has been an important revolution in marketing thinking over the past years. The move from thinking about campaigns to rich content programs and nurturing is important. It recognizes something important, that customers want to learn, they want to be educated. These programs enable us to develop “relationships”... [read more]

Twitter is Just One Piece of the Influencer Puzzle

January 19, 2012 by Maggie Fox
with 63 views

Twitter is just one (albeit integral) piece of the entire digital influence puzzle. Marketers should be looking at the whole picture when identifying influencers for campaign partnerships. What does that mean? It means Twitter, Facebook and most importantly – blogs. [read more]

2012: The Year Social Marketing and Social Customer Service Get Cosy

January 16, 2012 by Joshua March
with 313 views

Image: Laura Berger/Flickr(creative commons)

Gartner has predicted that the marketing budget dedicated to customer loyalty and retention will double by 2015. Two-way conversation is new for this department, and to make an impact in social media it will be necessary to redefine its role – taking notice of many priorities that typically lie with Customer Service. [read more]

The Confusing Truth About 'Share This' Buttons on Emails

January 13, 2012 by Luke Brynley-Jones
with 221 views

We’ve all seen social media “Share” buttons on emails and wondered if they really work. Well, a new infographic from GetResponse (below) tells us the answer: they don’t but, then again, they do. [read more]

Social Selling: The New CRM Sales Imperative

January 12, 2012 by Adam Honig
with 136 views

Photo: Steve Juverston/Flickr

Today, consumers are spending more time than ever not just online, but on social networks. Accordingly, businesses have a new CRM mandate: learn how to overlay social capabilities, to ensure that they’re courting customers on Twitter, Facebook, Google+, or anywhere else where customers or sales prospects gather. [read more]

Using Social Media to Build Relationships

January 11, 2012 by Becky Carroll
with 79 views

Photo credit: hh5800

A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And it does. However, I strongly feel one of the most effective uses of social media is to build and deepen relationships with customers – be they consumers, clients, donors, or constituents. I predict this... [read more]

Engagement Means Action – Reaching Your Customer, Audience or Critic

January 10, 2012 by Jennifer Roberts
with 47 views

Photo via Flickr, Creative Commons

There’s quite a bit of discussion about engagement. How should it be defined? Is the definition derived purely from a company’s perspective? Others may define it simply as a consumer clicking ‘like’ or sharing a link. Some thought-leaders think the term has been bandied around so much, it needs to be retired. We (CI) view... [read more]

Why Google+ is Now Essential to your SEO Strategy

January 9, 2012 by Mac Ocampo
with 321 views

So what’s the latest on Google+? Experian Hitwise recently tweeted that “Google+ total US visits reach more than 49 million in Dec-11, biggest month to date & up 55% compared to Nov-11 ow.ly/i/oT3R. It’s remarkable that Google+ doubled its traffic in just a month.” [read more]

The Social Customer: Born of Punk Rock

January 8, 2012 by Adam Metz
with 68 views

Photo by Ripton Scott via Flickr/Creative Commons

Ed. note: This is the first in a series of excerpts from The Social Customer, the new guide to modern marketing by Adam Metz. Here, Adam discusses the influences that shaped his view of business. It’s possible that many of the readers of this book will understand how I grew up, and how it has influenced my worldview, and how it can make... [read more]

Customer Care Survey Reveals Just 5% Complain via Social Media

January 5, 2012 by Luke Brynley-Jones
with 140 views

Apparently, while more than 60% of 18-35 year olds prefer to complain via an online channel, email continues to dominate as the online complaints channel of choice. Just 5% of 18-35 year olds complain via social media (Twitter or Facebook). [read more]

Social CRM Needs Clarity

December 31, 2011 by Brian Solis
with 223 views

Photo courtesy of author's blog

As the headline implies, even though Social CRM exists as an official category, what it is and what it is not is blurry and hotly debated. No, it doesn’t need a new definition. And, no, it doesn’t need new leadership. sCRM, and now “social enterprise” as categories could however, benefit from clarity around what it is they’re solving for... [read more]