Collaboration,Customer Communities,Enterprise 2.0,Online Customer Communities,Social Business,Social CRM
27 Jun , 2012
Social business has mainly been discussed in terms of what it can do for the company in terms of efficiency of Knowledge Management and Sharing and the impact it has on the organization and culture. One of the aspects of Social Business that so far is under-exposed is the positive (or negative…) impact on the way customers perceive the brand and thus the influence it has on their buying behavior. In this post I will briefly outline how Social Business and Brand Equity are related and help to reframe your thinking about Social Business and why it can be a sound market approach for your organization.
Social CRM,Traditional CRM Interaction
21 Feb , 2012
An interesting statistic caught my attention about customer interaction through Social Media; these interactions represent only 1% of company-customer interactions, and are expected to grow to 4% in five year’s time in France (Les Echos). In other words, 99% of interaction take place outside of Social Media! This to me leads to a very fundamental question about whether we are suffering from the Shiny Object Syndrome with regards to Social Media and customer engagement. Because we now have access to customers and prospects through these new channels, there is a real temptation to focus only on these without looking at why and how people are using these media in the first place, and where they fit into what I call the overall flow of getting to their desired outcomes.
customer experience, customer journey, featured, touchpoints TouchFlows
Analytics and Data Mining,Social CRM
10 May , 2011
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.
Collaboration,Enterprise 2.0,Social CRM,Workflow / BPM
27 Oct , 2010
Who hasn’t been there? After waiting 20 minutes on hold with Customer Service, then 15 mins for explaining your problem, the Contact Center Agent says she is really sorry, but can’t do anything about resolving it because something first has to be done by some other department, or it the system won’t let her do what needs to be done as this isn’t in the process, even though it should be simple and straightforward to do.
20 Oct , 2010
Social CRM and Enterprise 2.0 are a natural fit. In an endorsement for the Enterprise 2.0 book, Leo Apotheker (now heading HP) said that “McAfee clearly understands the role of IT in creating superior customer value…”, and indeed, I very much agree with this statement. However, where I believe software vendors have put too much emphasis in their interpretation of what needs to be done, is that they have focused too much on the pure IT side of the equation. This is where the social CRM approach can bring balance to the discussion by looking at how innovative customer engagement strategies – enabled through employee participation and collaboration – can help deliver the sought-after superior customer value.
Collaboration,Enterprise 2.0,Social CRM
17 Jun , 2010
At the Enterprise 2.0 Conference in Milan where Esteban Kolsky and I presented the “The New Era of Customer Engagement with Social CRM“, I spoke with Emanuele Quintarelli of Open Knowledge who organized the event – and he did a very good job I might add!. During our conversation Emanuele made the remark that Social CRM has now become an accepted part of the agenda in comparison with last year. Participants attending the previous edition found it strange to even mention customers when discussing E2.0 and preferred to focus on the software solutions – but this year this seems to have changed completely.
Analytics and Data Mining,ROI,Social CRM
15 Apr , 2010
I have been reading some very interesting books about strategies around becoming a customer-driven organisation and also about the benefits of Customer Engagement Programs (more on that in later posts). In the discussion around Social CRM we agree that it is beneficial to business to engage the Social Customer, but what seems to be more difficult to articulate is the Business Value Proposition – why should a company invest in Customer Engagement Programs in conjunction with CRM? What value is in it for the company and what is in it for the customers? We also talk about the need to move from value-in-exchange thinking to value-in-use. What tangible benefits are there for companies to take a a customer Lifetime Value approach rather than concentrate on the sale? Or simply, how can Social CRM Strategies can provide a significant impact to the bottom line.
31 Mar , 2010
[tweetmeme source=”MarkTamis” service=”bit.ly”]
Enterprise 2.0 concepts and tools are gaining more and more traction in “mainstream” Business Practices as this is seen as a good way to captialize on the human assets of organisations. To reflect this trend, and to spread awareness and understanding and also to provide a platform for exchange of expriences, a conference is being organised at the Westin Boston Waterfront on June 14-17, 2010.
Apparently it was felt that the base premise of the subject was not enough to attract attention that the organisers had to resort to Switch and Bait practices to generate Buzz and use Command & Control decision making (how very Enterprise 1.0…). I commented on the announcement to draw attention to the dichotomy between their message of “letting the audience decide” and their actions.
Apparently, my opinion did not go in the sense they wanted so I guess they decided against publishing it. Or they’re not monitoring and thus didn’t get round to moderating yet – in that case, why provide a comments area?
Let me elaborate on the dichotomy through the use ofPrem Kumar’s Context, Content, and Intent -at least in my opinion… More…
Collaboration,Customer Communities,Enterprise 2.0,Social CRM
18 Feb , 2010
Last week had the privilege of attending the CRM Seminar on “Social CRM for Business” organised by BPT Partners, where Paul Greenberg managed to attract a large number the world’s thought leaders on Social CRM and market players during a two-day event in a snowed-in Westin Hotel in Washington DC. To the members of the #SCRM Accidental Community it felt like the culmination point (hence the term #scrmsummit 😉 ) after many, many months of tweet conversation, blogging and commenting, skype chatting that have helped us shape our ideas of what a Social CRM Strategy could look like as well as the promise it holds concerning how business can be changed for the benefit of all parties involved. It was great to meet in person finally!
18 Jan , 2010
Before you start thinking “where the heck is he going to go with this, does he want us to ditch our Sales people?”, let me reassure you – it won’t happen so I won’t try to argue in that sense. All I’ll be talking about here is that we could take the opportunity that a Social CRM Strategy can offer to change the approach we have been taking to organizing for Sales activities. In this post I will concentrate on B2B Sales as this is what I am most familiar with (see Mitch Lieberman’s “Is B2B the new B2C” for more thoughts on the subject).