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 [...]
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…
Big Data is a Small Market Compared to Suburban Data
Big Data is all the rage, and seem to be one of the prime targets for new entrepreneurial ventures since VC-dom started to move from Consumer Internet to Enterprise recently. Yet, I remain skeptical about Big Data for a variety of reasons. As I’ve noted before, it seems to be a premature optimization for most companies. That post [...]
News Analysis: IFS Acquires Metrix To Boost Mobility And Service Management
Mobility and Scheduling Play A Key Role In IFS Service Management Strategy On May 23rd, IFS acquired Metrix, a service management and mobility vendor headquartered in Waukesha, Wisconsin. IFS adds 90 customers with Metrix. Key highlights of the acquisition include: Expansion into new markets. Metrix Service Management provides a field service management and depot repair [...]
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…
News Analysis: Lithium Technologies Adds $53M in Financing
New Funding Shows Strength In Social Business Market And Lithium’s Business Model Emeryville, California based Lithum Technologies announced today that it raised $53.4M in financing. The lead round is from New Enterprise Associates (NEA). Other investors include SAP Ventures. NEA leads the round with Peter Sonsini joining the board. Peter‘s been active with ecommerce play [...]
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 [...]
Innovation Management
I titled the post “Innovation Management”, but I intend to focus as much on the activity as on the underlying system. While innovation management is the name we use in our just released Social Business Taxonomy (IDC Doc #230541, currently subscription required, but shortly will be posted here). I’m a little wary of using “management” [...]
Research Summary: Introducing The 43 Use Cases For Social Business (Social Enterprise)
The Social Business (Social Enterprise) Moves Beyond The 18 Use Cases Of Social CRM As social media adoption continues to move from mainstream to pervasive ubiquity, enterprises will begin to benefit from these advancements in the consumerization of IT (CoIT). Just 18 months ago, early use cases identified 18 Use Cases for Social CRM (SCRM). [...]
SaaS Consulting: Ups and Downs
Fellow enterprise irregular and friend Vinnie Mirchandani wrote recently about the cost of travel for system integration or implementation work. Having spent 9 years as an Oracle consulting and road warrior I have a lot of experience with the fatigue, health issues and project timeline issues related to consultant travel. One of the reasons we [...]
