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Bob Warfield

Bob Warfield

Serial Entrepreneur, 5 startups, Product Guy, and Inveterate Blogger!
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Do Whining Customers Negate the Power of the Social Customer?

Do Whining Customers Negate the Power of the Social Customer?

By Bob Warfield on February 16, 2010

Fellow Enterprise Irregular Vinnie Mirchandani seems to think so.
Vinnie tells the story of uber-Twitter-maven Kevin Smith’s troubles with Southwest Airlines.  Keven evidently ran afoul of Southwest’s 3 decade-old “customer of size” policy.   Smith was recently shown off a flight that was full because he wouldn’t fit between two other passengers and hadn’t purchased a second seat [...]

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SFDC Acquisiton Spree?

SFDC Acquisiton Spree?

By Bob Warfield on January 12, 2010

This just in:  Salesforce to raise $500M in debt.
It’s about time the SaaS world did some acquiring, and Salesforce.com is the logical playa to start.  That $500M may be just to war chest to get started down the path.  Larry Dignan concurs.
Who would they acquire?  Would they acquire someone not SaaS?
Wouldn’t make much sense to [...]

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Why Process Barfs on Social

Why Process Barfs on Social

By Bob Warfield on November 9, 2009

Sameer Patel has an intriguing new post on the problems of E2.0 and its juxtapositioning versus Business Process.  I wanted to comment, since Helpstream’s main claim to fame is the harmonious integration of Social and Business Process.  That’s not the only thing we do, but it is pretty unique as Sameer’s post points out. 
Process barfs [...]

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Podcast: From Soviet Era CRM Command and Control to Social CRM

Podcast: From Soviet Era CRM Command and Control to Social CRM

By Bob Warfield on October 20, 2009

I recently did a couple of podcasts with Phil Wainewright to talk about the evolution of CRM from its original command and control origins to the Social CRM that companies like Helpstream are delivering today.
I have to say it was a lot of fun working with Phil on the podcast.  I’ve also got another one [...]

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The Experience Portfolio: Thinking about Customer Experience Strategy

The Experience Portfolio: Thinking about Customer Experience Strategy

By Bob Warfield on September 12, 2009

Recently I was talking with Paul Greenberg and he presented me with a particularly elegant concept that he called the “Experience Portfolio.”  He was talking about the collection of factors that influence the overall customer reaction to the transaction they’re consumating with a vendor.  The Experience Portfolio consists of products, services, experiences and tools.  He [...]

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The Customer, as Social CRM, is the Fourth Pillar of CRM

The Customer, as Social CRM, is the Fourth Pillar of CRM

By Bob Warfield on September 9, 2009

A collection of excellent blog posts from the Social CRM community are converging on what I think is the real secret of what Social CRM is all about. 
There has been much talk about the “Pillars of CRM”.  Traditionally we have Marketing, Sales, and Customer Service as the three pillars of CRM.  Clearly the world has [...]

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What do Customers Want, and How Can Social Media Help?

What do Customers Want, and How Can Social Media Help?

By Bob Warfield on September 3, 2009

The Twitter #scrm group is a wonderful place to pick up new threads around the whole Social CRM movement.  But as I’ve remarked before, it is so tough to wring a conversation out of Twitter’s fabric (this is a problem for Twitter, not those valiantly trying to have the conversation), that I generally watch without [...]

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Customer Service Segmentation in a Social World

Customer Service Segmentation in a Social World

By Bob Warfield on August 25, 2009

Esteban Kolsky writes a great account of Paul Greenberg’s keynote for CRMe09.  By all means, give it a read to get a sense.  Paul has always done a fabulous job of boiling down what’s really important whenever he writes or talks about CRM.
The part that caught my attention was the discussion of segmentation.  It was [...]

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The Web Makes All Ice Cubes Icebergs

The Web Makes All Ice Cubes Icebergs

By Bob Warfield on August 11, 2009

Ross Mayfield just launched a long but interesting blog post entitled, “The CRM Iceberg and Social Software.”  The gist of it is to talk about how little listening companies do to customers and contrast that with how much power there is to be gained by being social.  Ross is a member of the Enterprise Irregular [...]

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Microhoo Gets its Parts in All the Right Places

Microhoo Gets its Parts in All the Right Places

By Bob Warfield on July 29, 2009

The Microhoo deal looks good to me because the parts are in the right places.  In other words, the deal maximizes the strengths of each of the two players.  Microsoft is essentially going to be providing technology in the form of the Bing search engine and the Ad Center advertising engine.  Yahoo will provide the traffic.
What [...]

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