Social Media

The Customer Is Not In Control. Nor Are You!

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.. Continue reading »

5 Things You Need To Know About (Social) CRM (Definitions)

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. Continue reading »

Observations why Social CRM isn’t….

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.. Continue reading »

The Future of (Social) Listening: If we knew..

@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 … Continue reading »

5 Notions To Embrace In Your 2011 Marketing Strategy

2011 Is lurking around the corner. Time to reflect on how well you did (or are expected to do) in 2010 and prepare your strategies for next years. If you are in marketing and/or Customer Relationship Management you will probably be looking at how to balance multi-channel (or cross channel) approaches in combination with the rise of online social networks and new technologies to seek new (Customer) relationships and mine both data and Customer feedback. You may even be thinking about how to design Customer experiences that drive word-of-mouth through these social networks.

Whilst all of these approaches may make sense I like to share with you some of my thoughts on the above and provide you with 5 notions I believe you should embrace in your 2011 Marketing Strategy to start driving for real change and get ahead of the ball-game. Continue reading »

Service Logic and the implications for a new Social Customer Relationships Marketing Logic

This post is not about introducing new terminology, as its title might suggest. This post is about exploring thoughts and new directions for a marketers approach in an increasingly competitive world. A world in which the Social Customer seems to be calling the shots. A world that is not yet comfortable about sustainable economic recovery … Continue reading »