By Chris Bucholtz Social CRM, or at least the business use of social media, is by now accepted by virtually every organization – even by those who aren’t yet actively engaging in social activities. Social is a given by now, if only because it’s a crucial tool that’s being used by the vast majority of … Continue reading »
Posted in June 2012 …
A metaphor too far: self-service, supermarkets and staisfaction
By Chris Bucholtz Customer self-service is frequently cited as a key to driving down support costs – and for good reason. For certain applications, it can divert significant traffic away from interaction with your staff – especially those ordinary informational inquiries that typically comprise 80 percent of calls to service. The problem with ideas like … Continue reading »
Ignoring input from users: a great shortcut to go from CRM decision to adoption failure
By Chris Bucholtz A couple of years ago, while researching an article for the now-defunct Forecasting Clouds website, I had an enjoyable conversation with an integrator about the best way to select a CRM application. One of the things we talked at length about was the composition of the CRM selection team – the people … Continue reading »
Two critical SCRM traits – enthusiasm for engagement and a lack of excuses – as embodied by… a maritime museum?
By Chris Bucholtz Back in March I presented a webinar on the topic of customer service and social media and how the two were converging to become both more important and more capable. While that’s a great topic, the best part of the webinar was the question and answer period. I had several really great … Continue reading »
Social media: without rules you get unpredictable (and perhaps embarrassing) results
By Chris Bucholtz In Linda Ellerbee’s book And So It Goes, she tells the story of preparing for a top-of-the-hour news break when news and footage arrived in the studios of the terrible air crash at Tenerife in the Canary Islands – to this day, the world’s worst aviation disaster. With no time to lose, … Continue reading »
