I had the opportunity to meet with Dennis Pombriant, managing principal of Beagle Research, last week, during which we spoke about and dissected the term customer experience; much of which he reiterates in his blog from earlier today. It seems that the term customer experience or “customer experience management” has become a catchall that refers … Continue reading »
Posted in September 2009 …
Social CRM and the Value of Measuring a Customer’s Attitude
Last week at the CRM Evolution conference I heard a lot about how social media is driving a social revolution that businesses are being forced to react to. Paul Greenberg, among others, highlighted this extensively during his opening keynote. The idea is to create value from what businesses learn about customers at the social and … Continue reading »
Social CRM in Action – Foursquare
If you’re getting into this whole social CRM thing, but are not sure how it all comes together, a great example is Foursquare. Foursquare takes a lot of social media concepts – Facebook, Meetups, Twitter, Yelp! etc. But it also has some interesting social and potential loyalty type marketing aspects. Essentially, users “check in” to … Continue reading »
CRM Accelerations in Austin, Houston and Denver – Registered Yet?
Space is filling up for this next round of CRM Acceleration events but I wanted to remind the southwestern Sugar users and those interested in open source, CRM, sales effectiveness etc. to come join us for a Free half day intensive event. The dates are as follows – Austin September 15; Houston September 16 and … Continue reading »
