Building a Customer Experience Strategy
This sounds like an ambitious post and I guess it is, but let me say up front that there is no “one size fits all” answer to how to build a customer experience strategy. There are though, some things that you should consider and some tips that are working for some of my clients. What [...]
Leveraging Innovation Management for Competitive Advantage
If you’re coming to CRM Evolution next week in NYC, you might notice that one of the sessions I’m doing matches the title of this post. Of course this isn’t the first post I’ve done on innovation, this one, for…
The Path to Co-Creating a Social Business: The Early Adoption Phase
The figures vary but in the last several years a major change has begun in organizations around the world. Sometimes the efforts are small and unsanctioned, sometimes they are big and bold, but increasingly businesses are employing social media strategically to engage deeply with both their workers and customers. We see this all the time [...]
Social Business Maturity
Companies are adopting social technologies across a broad range of enterprise activities from new ways for employees and partners to collaborate to more effective methods to engage customers and prospects. In a recent IDC social business survey we found that 41% of the respondent companies had some type of social project underway. Companies that are [...]
The Entropy of Social Networks: Google Plus vs Facebook?
Yes, we have a new social network and I am a proud profile carrying member of the new elite created by an artificial scarcity of invites. A technique now pretty much a requirement for launching anything new that’s social with 2 benefits, the obvious bu…
Knowledge Sharing – The "New" Power in the Enterprise
I grew up with the concept that knowledge is power and that hoarding knowledge could lead to a strong power base in an organization. That’s not an unusual view from the recent past and fits a hierarchical structure inside a…
Blocking and Tackling: Not Football, CRM
The discussion on “social” is painting much of the business landscape, not with a brush but with a bucket thrown at the canvas. It has become so ubiquitous, so omnipresent and omniscient, that even the New York Times, in their long running column “On Words”, had an enthused discussion on the word’s very presence in [...]
A LOADED Comment – The Impact of Culture and Technology on Each Other in the Realm of Social Business
Mitch Lieberman, a VP at SugarCRM is a living proof of concept – vendors can contribute serious thinking to the ongoing discussion around how to create and apply business strategies to customers….
The award winning, edgiest CRM blog on the planet. T…
Competing in the Social Customer’s World – Getting Hotter
When I wrote the margin of utility a few weeks ago, that was only one of a series of posts that I want to present to y’all on “how to engage customers.” I think, regardless of what we want to…
The award winning, edgiest CRM blog on the planet. The i…
Compelling Compilation: Videos That Make the Case for Something
I figured I’d fling a few videos onto this page that make the case for something that touches Social CRM or the customer experience or whatever else I feel like putting up. #1 First up, a really…
The award winning, edgiest CRM blog on the planet…
