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 [...]
Is there value in enterprise gamification? – Part Two
In part one of this post we looked at what enterprise gamification is and some of the methods and techniques that can be used. In this post I am focusing on what types of things you can actually do with…
Technology and the Effective Marketer (Part 3)
In part three of this series I’ll focus on customer intelligence driven marketing and the proper use of data. In the “information economy,” data is created at an unbelievable pace, but to make some reasonable business use of that data is challenging. The concept of being a data driven business isn’t new, but there are [...]
Technology and the Effective Marketer (Part Two)
In part two of this series I’ll focus on the comprehensive marketing technology solution and then in part 3 we’ll look at customer intelligence driven marketing, the customer data value chain and the technology that underpins that approach. One of…
Subscriptions, Social and CRM
“Who is the customer?” It’s a great question and one that my managers liked to ask when I was a young sales representative. Like all great questions, it got to the meat of the matter with an economy of words that impressed as much by the brevity as for the meaning. The customer’s identity is [...]
Technology and the Effective Marketer (Part One)
Marketing, more than most business functions, has seen a great deal of disruption and change over the past several years, fueled by the Internet, the social web, social media and social networks. The dramatic change in customer / prospect expectations…
Dell Launches Social Media Services Practice
One of the biggest concerns I hear from companies about social business in general is the lack of services / consulting expertise to help with implementation and operations. There is a skills gap today across all of the functional areas…
Why Companies are Using Social Software
Twice a year, for over three years now, we have conducted a social business survey to look at adoption and usage trends in the enterprise. We recently completed this years survey and are now busy analyzing the data. There are…
Social Dynamx, Scaling Social Customer Support
Companies are learning that today customer service is a big part of effective marketing strategy. The concept that customers decide how, when and where they interact with a company could be an opportunity but for many companies it is challenging…
Connecting the Enterprise: The VMware – Lithium Technoligies Partnership
Companies today are under increasing pressure to change the way they interact with customers and community management platforms like the one provided by Lithium Technologies can be an important part of that initiative. With customers insisting that companies interact "when,…
