In his latest HBR post Bill Lee claims “building Customer communities is the key to creating value”. I think he’s claiming that for all the wrong reasons and with all the wrong arguments. And that makes a difference.Read more "Building Customer Communities For All The Wrong Reasons"
Many say we don’t need more definitions of Social CRM. I don’t agree! Please take into consideration my “5 things you need to know about (Social) CRM (definitions)” why.Read more "5 Things You Need To Know About (Social) CRM (Definitions)"
Social CRM is not dead, to the contrary. It just isn’t growing up fast enough to really have a business impact. In this post I present 6 observations as to why..Read more "Observations why Social CRM isn’t…."
We’ve already past the first 6 months of this year. A good time to take a look at what you have been reading around here. I’ve put together two lists: one Top 5 of all time best viewed posts and one Top 5 of the best viewed posts over the first six months of this […]Read more "And the All Time Winner is…"
This is a story about how Telfort, a Dutch mobile network provider destroys four types of Customer value, with one stroke..Read more "Destroying Customer Value"
This is part 2 in a short series on Service Design. I would recommend reading part 1 before reading this. Recap: What is Service? As I tried to explain a couple of days ago, I think Service Design is about designing for Service, not serviceS. Where I defined Services as: Service is the personal sum […]Read more "Service Design meets (Social) CRM"
@katenieder from Dachis Group wrote a post titled “The Future of Listening: If we know what we know“.. I have to admit I was positively surprised by the fact that she is clearly stating her caveat with the current state and the potential of Social Media Monitoring and Analytics. This is quite a thing for […]Read more "The Future of (Social) Listening: If we knew.."