Vote For Your Favourite #CRMIdol!

We’ve entered the final phase of this wild and lovely ride to choose the best up and coming CRM company – the one to keep and eye on both now and in the future! We now need YOUR help in deciding which company should be the 2011 CRM Idol and which will receive prizes ranging from “influencer consulting” to an opportunity to present to a Tier 1 Venture Capital Firm for possible investment.

So I suggest you go thru the videos one by one, read the company reviews and presentations, take notes and then cast your vote! The voting is open from October 24 through October 31, don’t for get to vote for both your favourite Amercia’s contestant as well as your EMEA one!

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Changing How We Manage Change

Implementing programmes that could potentially bring about profound changes in the way a company does business also entails that we need to deal with people issues such of putting a lot of strain and stress on those involved and lack of motivation – or risk the programme failing. In order for the programme to be successfully carried through and arrive at the results that we seek, we also need to ensure that everyone involved understands the need for change and adapts to a different way of working. In the following post Dr Graham Hill looks at what the drivers are that we can leverage to obtain the optimal outcome.

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Customer Support and Customer Capabilities

When it comes to providing customer support, service is in general provided at the lowest common denominator level regardless of whether the customer is a Rocket Scientist or a Poodle Walker. Segmentation and service differentiation based on customer capabilities could potentially help your organisation reach resolution faster and improve the customer experience at the same time.

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Putting Social Messaging in Context

During his keynote at the Social Business Forum Milan where I participated in a panel, Keith Swenson made the following very interesting observation: in business, the paradigm is moving from a Newtonian model (external observability, smoothness, simple rules, predictability) towards a Quantum model (limited precision, turbulence, relationship-based, unpredictability).

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Connecting Salesforce and Radian 6

It’s been a month since I attended Cloudforce in Paris, followed bythe Radian6 User Conference in Boston – so I thought it would be about time to gather my ideas and impressions and ‘commit them to paper’, so to speak. Especially in the light of the acquisition of the latter by the former just before the events. Salesforce clients in particular will stand to gain through the connection of social customer insights to the Sales and Service Clouds, by identifying new opportunities to engage with customers and to explore the customer’s context in order to facilitate service interactions.

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Building a Customer Experience that Creates Value for Customers… And for Companies.

Today I am honoured to host a guest post by Dr. Graham Hill, Partner, Optima Partners and Associate, DesignThinkers. Take it away Graham!

Graham Hill

Too many customer experiences (CEx) are created just for the benefit of companies. Customer are either a target or an afterthought. Many customer experience practitioners don’t see the 900lb Gorilla in the room; the most important touchpoints are not about marketing, sales or service, but about the weeks, months, even years of product usage. Companies need to re-orient the customer experience around what customers’ value, the touchpoints they use to create it and how the company can benefit from co-creating more value together with customers. Doing this opens up new opportunities to earn revenues long after the point of sale.

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Announcing CRM Idol – Your Company up on the Billboard!

Imagine yourself as a rookie baseball player, being called up to bat in the NY Yankees stadium. The crowd is in extasy, all wanting to see whether you can hit that homerun and win the game. Or that you have been selected as a contestant in a television show, to show off your talent to the whole, country, and even the world! This is the aim of Crm Idol, to give you a chance to strut your company’s stuff in the limelight – and with some cool prizes to be won. I am honoured to have been chosen as one of the judges and I want to thank Paul Greenberg for this

I’ll now let him walk you through the contest and the rules, and wish you all the best of luck!

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Social CRM in Retail

The Edelman Trust Barometer indicated that we trust CEOs and experts more than last year, and that trust in “people like me” slipped down the list. But, when it comes down to it, who do you turn to when you want to know how a dress looks on you – your friends, or the brand’s CEO?

Thomas Wieberneit wrote a post last week with a similar title, and we started a good old-fashioned discussion through email to see how Social CRM thinking could enhance the customer experience. One of the key thoughts is that people will turn to their strong ties for advice and discuss options, and their ‘hire’ the brand (which is basically a weak tie) for service delivery in the for of goods, services,and knowledge. Furthermore, rather than “consuming passively”, people are now participating activily in meeting their own desired outcomes, including shaping the service they want using what I label Customer Enablement Technology.

To give you an idea of what this could all look like, I thought up a scenario, and Thomas added to it and I’d like to share it with you here:

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Incentivising Online Community Participation

The adage concerning online customer communities has it that you should not give monetary rewards or gifts to members, as this is an impediment to to the ‘health’ of the community and keeping it vibrant. Participants would be motivated only by their gains, and this can discourage members who are there for the ‘social’ aspect of exchanging with likeminded individual, social recognition, and finding peer support.

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