Social CRM Ideas by Mark Tamis

Having been in Enterprise Software for most of my active career, I am now looking into how companies can use Social Media to improve the way they do their business.We have now come to the point where a definition is bubbling up (Paul Greenberg et al) that is useful to build upon.

The communication tools that are now available allow us to not only push our marketing messages out to potential customers (B2C) but also allow these customers to interact with our company, leading to higher satisfaction levels or even to customer-driven innovation (C2B). Furthermore by providing a channel accessible to all customers, everyone that is a (potential) stakeholder of our company’s products or services can communicate, facilitating peer-to-peer communication and support and Brand advocacy (C2C).

Through Social Media analytics and datamining we’ll be able to better understand what makes our customers tick and use that information improve our Customer Service and nurture Brand Loyalty.

I was one of the first three europeans to be certified by Paul Greenberg’s BPT Partners in “Social CRM Strategies for Business” in February 2010.

On the Internet

My posts are regularly published on Customer Think, My Customer, The Social Customer, The Customer Collective, Customer Management IQ, Effective CRM Consulting, Entreprise Collaborative,

This blog was listed as #8 on the Top 20 CRM Blogs of 2010 by Forecasting Clouds

I was quoted on Riverstar’s The Top 5 Customer Service Predictions for 2011 Made by the Experts

I was listed in the Top 20 CRM Blogs of 2011 on CRM Outsiders

You can find out more about my professional background on LinkedIn

Mark Tamis was born on September 11, 1971 in Alkmaar, the Netherlands. He has lived there, in New Zealand, in the UK and, for the last 13 years, in France. After having earned different Degrees in International Business (BA, MSc) from French, English and Dutch Business Schools, he worked in Professional Services for a number of US companies, the most recent being Oracle in Enterprise 2.0 and BPM markets. His first run-in with computers was at the age of 12 when he learned how to poke and peek a Commodore VIC20 (with the 16Kb memory extension cartidge!).