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"
The Edelman Trust barometer 2013 has been published. Bottom line: Trust as we knew it before 2008 has not returned, and most likely will not anytime soon; financial services remain at the bottom of trusted organizations, and The Netherlands is not doing too well either.. I think it’s a report worth sharing. Let me know what you think!
Read more "Edelman’s 2013 Trust Barometer"
One of the key-premises of the Social era is that the power has shifted from companies to Customers. The more I think of it, the more I disagree. Here’s why..
Read more "The Customer Is Not In Control. Nor Are You!"
I’ve been reading through the past three years of blog-posts that I’ve written. Having done so I decided I might as well share the ones I like best + more with you in a digital booklet. Free download:
Read more "My Free E-book: Co-creating Customer Relationships"
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…."
here’s an overview of the best read posts on my blog in the first 6 months of 2011. Check them out!
Read more "Top 5 reads on this blog over the past 6 months.."