Lotusphere 2012
It’s been almost exactly 12 months since IBM first announced its social business initiative during Lotusphere 2011. In tech a lot can happen in a year and I have to say the folks at IBM have been quite busy. When…
The Science of Influence
All customers are not created equal. Nor are visitors to your website, followers of your Twitter feed, or ‘Like’rs of your Facebook page. While companies often give lip service to providing all customers and prospects equal allocations of resources and attention, the truth is that resources are limited – people, money, time. These limitations force [...]
One More Post for 2011
2011 is almost history, but before we start to focus on what will happen in enterprise tech in 2012, let’s take a short look back at some of the events that make it a very big / important year in…
Twitter Goes for Reach – The Link Between ‘Social’ and ‘CRM’?
This recent post from Useful Social Media entitled ‘Is Twitter the call centre of the future?’ illustrates a trend we’ve seen a great deal of recently while working with various Terametric clients, prospects and speaking at events. Specifically, that the power of Twitter as a communications vehicle isn’t necessarily limited to the Marketing department, and [...]
Customer Service, the New Marketing in the Era of the Social Customer
Okay, I’m not the first person to write about this idea, but it has been on my mind lately, so I wanted to share my perspective on what I think is a very important change that is starting to occur for businesses and customers. The social customer is a term that is used quite a [...]
Software Spending and the Economy
We just completed another re-forecasting exercise at IDC, as uncertainty increases over the health of the global economy. This time in particular, I was pressured to lower the enterprise applications forecast for next year and adjust the 5 years forward…
Social Software, Feature or Product?
We have this debate running about social software and whether it’s, for the most part anyway, a set of features that should be embedded in other products / platforms, or long term stand-a-lone products. The evolution of new applications can…
The Social Web as a Customer Support Channel
I just had an experience that to me, typifies what I expect out of companies these days for product support. I returned to my desk and noticed that my Evernote app on my Mac Mini had not synced (had an…
The Three C’s of Social Business
Einstein said "everything must be made as simple as possible, but not one bit simpler". That concept, often tied to Occam’s Razor, is very powerful when looking at new theories and models. I decided to apply this process to social…
Executive Profiles: Disruptive Tech Leaders In Social Business – Parker Harris, Salesforce.com
Welcome to an on-going series of interviews with the people behind the technologies in Social Business. The interviews provide insightful points of view from a customer, industry, and vendor perspective. A full list of interviewees can be found here. Parker Harris, Co-Founder and Executive VP of Technology Biography Parker Harris founded salesforce.com along with [...]
