I read an interesting blog post by Sue Barret sparked by a Harvard Business Review article that argues that “customer delight” is less important than making life easier for your customers. Hmmm. In so many ways – the two are one, right? This got me thinking. If we are trying to create great customer experiences … Continue reading »
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Moving into the “How” from the “What” of Social CRM
I thought about a question mark at the end of the post title, and left it off for some reason. But I do feel that we are in a gray area right now in regards to social CRM. For a while, I have feared that we were in the stage where 99% of those involved … Continue reading »
Don’t Let Social Derail Traditional Customer Support Goals
This is just a small thought – as I have far too many ideas that are too big for a tweet and not really epic blog material. But looking at Michael Maoz’s recent blog post around customer service vs. social. He makes a great point: good service is a must-have goal of any company and … Continue reading »
Twitter Escalation Proves the Need for Great Core CRM
I was having a bit of a bad day yesterday. My Comcast internet connectivity was spotty, and Webex had a blip and did not allow me to speak on a very well attended webcast I was hosting. After getting frustrated with these events – I did what any social media geek does when annoyed – … Continue reading »
Leveraging Social Profiles vs. Social Selling
I have been swamped with Sugar 6 release stuff – and haven’t had a ton of time to blog or even get on Twitter to see what’s up. Thanks to both Mitch for always keeping the blog fresh with ideas and to Larry for a great guest post on SugarCRM and the nature of open … Continue reading »
What is IT’s Role in the Social CRM Revolution?
Cruel dictator? Benevolent gatekeeper? Ignorant chump? All these words could describe your IT department’s stance to social media and how your organization drives business value out of the social revolution. Really, what is the ideal role for IT when it comes to adding social tools into the day-to-day life of sales, marketing and support agents? … Continue reading »
Salesforce.com’s Chatter and the Conundrum of B2B “Social” CRM
All the talk I’ve heard in the past couple of years around the social revolution and its pertaining to CRM is that all businesses need to become more customer-centric. This means a new level of transparency both inside your organization, and between the company and its customers. I don’t think anyone would disagree with these … Continue reading »
The Power of “Local Social” for Global Brands
I have been throwing the ideas I’m about to spit out around in my head for almost a week. Spurred on by a great notion about the ridiculousness of “business hours” on Twitter and other social media as put forth by Jive’s Mike Fraietta – and also based on a conversation I had with Wim … Continue reading »
The Value of Patience in an Instant Gratification World of Social CRM
I just want to reiterate how happy I am to have Mitch Lieberman not only contributing to the Outsiders blog – but doing so in an increasingly independent and though-provoking manner. He is always a great catalyst for my ideas – now more so than ever. Thanks. Mitch’s post this morning got me thinking. Mitch … Continue reading »
Does Social CRM Favor Your Worst Customers?
I was reading the Social CRM Pioneers Group on Google, owned and operated, if that is such a thing in the social media world, by the Altimeter Group’s Jeremiah Owyang (@jowyang). Jive Software’s Mike Fraietta (@MikeFraietta) made an interesting point in referring to Twitter’s dealing with some hacker issues which resulted in all users’ follower … Continue reading »
