…then why is Chase changing an innovative customer experience in favor of stodgy old values? As Washington Mutual slowly turns into Chase, the interesting aspects that made it a breath of fresh air versus traditional banking experiences. Gone are the cool mini-kiosks that made it (somewhat) faster and more efficient to do your banking. Back … Continue reading »
Posted in April 2009 …
The New Citi Field: A Small Lesson in CRM
Last night I had the privilege of attending only the second game in the history of Citi Field, the new home of the New York Mets. My uncle has been a season ticket holder and diehard Mets fan for nearly 25 years, and despite my underlining tendency to bleed pinstripe pride, I’m a baseball fan … Continue reading »
“Individual Marketing” Vs. Social CRM – or – Where’s the Business Model?
I think all of us have at one point asked ourselves – “Why is facebook valued at a gazillion dollars?” And I’m sure we questioned in some ways deals like Google’s expensive buy of Youtube. I’ll even admit to asking myself where the goldmine might be when it comes to monetizing social media. I have … Continue reading »
Call for Questions – Cloud, Social CRM, and Mashups
We are trying something new with a webinar we’re recording this week. Rather than take questions from the audience I thought we’d scour the blogosphere and Twitterverse for questions surrounding the topics at hand, namely: Cloud Computing and CRM deployments Social CRM Mashups, the Next Generation If you have a question on these topics you’d … Continue reading »
Virtualization and the Private Cloud Over the Outsourced Cloud?
I caught up with a former colleague from CRM magazine yesterday who is now an analyst with Datamonitor covering customer interaction solutions. We had quite a lengthy discussion about everything that’s CRM for an upcoming report he’s publishing on North American and European contact centers. Among other topics, we talked about the fallout that current … Continue reading »
Using Social Media to Enhance Customer Experience (Oh, and Go Flyers!)
I just saw on Paul Greenberg’s personal blog how the Philadelphia Flyers are leveraging a cool mix of social media and word-of-mouth marketing to generate a great fan experience. It truly is a great example of how this type of web content is great for extending the dialog and generating interest – AND it even … Continue reading »
Social Media is for Lead Generating and Customer Service, Not Closing Sales
Going over some of the recent coverage from my former employer, I found this article by one of my ex-colleagues at destinationcrm.com. Companies looking to leverage social media sites such as Twitter to close sales 140-characters at a time will be supremely disappointed. It’s simply not a sales-closing tool. Social media will remain a lead … Continue reading »
Yelp – Fostering Dialog or Catering to Angry Potential Revenue Stream?
Just saw that Yelp is planning on giving the businesses reviewed on their site the opportunity to respond directly to the responses made about them. You can look at this two ways. On the one side it’s a great story about truly embracing CRM 2.0 ideas – namely two-way communication between consumers and brands. Great. … Continue reading »
The Web 2.0 Call Center of Tomorrow Should Really Be Today
I took note of this recent Gartner report garnered by a survey of 1500 CIOs, mostly because I was taken back by the priorities and timetables laid forth by CIOs regarding the call center of tomorrow. First and foremost, the fact that attracting and retaining customers has dropped from second to fifth place in the … Continue reading »
The Importance of Choice in Cloud Computing
Just read a great demystification of some of the main tenets of cloud computing over at Gigaom. Joe Weinman makes a great short list of the main drivers of cloud computing, and how they may or may not fit your business and computing needs. So again, the fact that the cloud means many things, and … Continue reading »
