Collaboration,Customer Communities,Enterprise 2.0,Online Customer Communities,Social Business,Social CRM

Social Business Builds Brand Equity

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.


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Collaboration,Enterprise 2.0,Social CRM,Workflow / BPM

Service Agility thru Adaptive Case Management

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.


Collaboration,Enterprise 2.0,Social CRM

Enterprise 2.0 and Social CRM Converge towards the Collaborative Enterprise

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.


Collaboration,Customer Communities,Enterprise 2.0,Social CRM

Social CRM and Social Business

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!


Collaboration,Enterprise 2.0,Online Customer Communities

Social Learning and Customer Engagement

9 Dec , 2009  

One of the approaches to improving Customer Engagement and Experiences I’d like to explore is the potential to include customers, partners and suppliers in the Social Learning process. One of the drawbacks of an customer ideation platform/community is that more than 99% of the ideas are never looked at or implemented because they do not take into account the business context and constraints.

Whilst ideation may be a good source for innovation for companies, they can be a source of dissatisfaction for those customers who submitted ideas if they do not receive any acknowledgement for the effort they put into it. So rather than feeling closer to your brand and becoming advocates for it, the quite opposite may occur.


Collaboration,Enterprise 2.0

The Future of the Training Department

6 Dec , 2009  

In my previous role at BEA Systems/Oracle, I created and managed a Professional Services business unit for training clients on the implementation of Enterprise Portals (including Collaboration, Knowledge Management, Content Management, Integration of third-party products) and Business Process Management tools. I have been exchanging with many people on twitter, mainly on the topic of Social CRM, but I keep my eye open to the topic of Enterprise Learning, and from time to time I exchange tweets with Frédéric Domon (@fdomon). So I was happy to be asked to contribute to the Enterprise Collaborative Initiative 🙂 Enterprise Collaborative - Ecollab 250x250

Social Learning seems to me to be an innovative approach to continuous learning (I am an eternal student of life myself). From what I understand, the idea is to use the web 2.0 to enable free-flow collaborative learning that builds upon the insights of others and leads to new ones. This is advocated in opposition to the more traditional, structured instructor-led top-down approach to learning (tell me if I’m wrong?).

Though I do believe that there is a valid argument to the collaborative approach, I believe there should be a juxtaposition with the traditional one.  In my opinion be, what is learned through collaborative learning should formalised, structured an made available as traditional learning. The main reason behind this thinking is that there is a risk to create barriers to new entrants to access and acquire the knowledge of the ‘regulars’. One could argue that the regulars could do knowledge transfer – which is great in theory – but who has the  resources to do so (time, effort, motivation)? I think it will simply not scale.


Analytics and Data Mining,Collaboration,Enterprise 2.0,ROI,Social CRM

On Social CRM Options

5 Oct , 2009  

The discussion around Social CRM is entering a phase whereby we are trying to move away from turning around in circles about semantics, towards a more practical and pragmatic approach that businesses can identify with so as to consider implementing it. I won’t deal with CRM Vendors here, as Social CRM can be seen as an extension to CRM. As a primer on SCRM I suggest you look at Bill Band’s article on Customer Think. The main idea that we all do agree upon is that we need to become customer-centric in order to respond to their changing needs and expectations, and this may have some major ramifications on the way we organise our businesses.


Collaboration,Enterprise 2.0,Social CRM

Social Enterprise 2.0?

3 Sep , 2009  

We are slowly coming to a common definition of Social CRM, but I suggest that we should actually be taking it far further. Social CRM is the link between Social Media, Online Customer Communities and traditional CRM (an extension to CRM, Paul Greenberg et al), and CRM is just a part of what we do within our companies to bring products and services to our customers.


Collaboration,Enterprise 2.0,ROI,Social CRM,Traditional CRM Interaction

Enterprise 2.0 and Social CRM

2 Sep , 2009  

I met with Bernard Parisot and Catherine Chapuis of Net7 in Paris today to exchange with them on the subject of Social CRM. Net-7 consists of a number of C-Level Executives who have founded a company to provide expertise to Senior Management in many different sectors. They have often come across the issues involved implementing CRM systems so I highly value their input and experience!

The key point that I took away from this meeting is that not only do you need to put the right Social CRM tools in place to better communicate with your client base, you also need to gear your organisation in order to create a mindset that facilitates this interaction. Not only do internal employees need to come to grips with using the tools, analysing the data that comes out of them, but they also need to understand that they need to reach out and communicate with the other ‘silos’ that exist within their company. Information should flow freely and correlations should bubble up in order to create a synergy that will help to better serve the customer and provide her with what she is looking for.