Today I read a great post by Brian Vellmure: The New (Social) Customer Advocate. Scaling of conversations While reading, a few thoughts came to mind with regard to scaling of conversations. A challenge that many big companies face when entering the social web and wanting to engage. For small companies having meaningful conversation in, on… [Read more…]
November 2, 2009
Quite a while ago I was introduced to the theory of Failure Demand. Failure Demand has been defined by System Thinker John Seddon as “demand caused by a failure to do something or do something right for the customer“. It is probably a Customer Services department of a company that can relate to it the… [Read more…]
October 19, 2009
Co-creation is what makes Social CRM and Social Business Design work Over the past months I’ve been writing about Social CRM and Value Co-creation in an attempt to define both. As it appears, to me at least, both are highly linked if not of the same kind: Co-creation is at the center of Social CRM… [Read more…]
September 29, 2009
About two weeks ago I wrote my post on What a Social CRM Strategy is all about. Despite the great responses and discussions in the comments I think there is still a huge part missing: How do you do it? The Strategic Framework statement I concluded with, provides just a very rough indication of the… [Read more…]
September 14, 2009
It has been a while since Paul Greenberg put the stake in the ground by writing down the definition of Social CRM. For further reading purposes I will repeat it here: SCRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the… [Read more…]
September 9, 2009
A few days ago I was asked on Twitter how I would define Customer Services: in the reactive sense, the pro-active sense, or both? It was immediately followed by a second question: What is the agenda for pro-active Customer Services? My initial response was that it is both (re-active and pro-active), for sure, whilst adding… [Read more…]
August 7, 2009
I’ve been working in the area of Customer Services, CRM/BPM/Multi Channel Interaction Management for 15 years now. One of the most important understandings I get from my experiences in different roles in B2B and B2C environments, is that no one Customer is the same. Every single Customer has its own drivers to work with you,… [Read more…]
July 18, 2009
My Twitterfriend @CRMstrategies posted an interesting question on this insightful post which provides a good overview of opportunities of Social Media in todays business environments. The question was: Where should a company start (red: with Social CRM)? Which department should embrace Social CRM first? More specifically, when the dust clears, which functional area do you… [Read more…]
Barry Dalton – Customer Service Stories Mike Boysen – Effective CRM Value Creator by Brian Vellmure PGreenblog The Customer Revolution Social CRM – The Conversation Graham Hill on Customer Think Esteban Kolsky’s Blog A. Prem Kumar’s Blog Mitch Lieberman’s Blog Mark Tamis’ Blog Now on Customer Think
November 4, 2009
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