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.
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!
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..
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:
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.
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..