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Social CRM
By R "Ray" Wang on March 15, 2010
Recent Conversations With Executives Confirm Demand For Social CRM
Good news! Organizations see an opportunity to tap into the proliferation of social networking channels for their CRM initiatives. Speaking with 23 business leaders over the past 10 days, it became obvious that Social CRM initiatives were top of mind for a few reasons:
Pressure from the boardroom. [...]
Posted in Software | Tagged advertising agencies, Apps Strategy, best practices, business process transformation, Change Management, customer relationship management (CRM), eCommer, ECommerce, enteprise apps, Enterprise 2.0, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise software, enterprise strategy, marketing agencies, Monday's Musings, R "Ray" Wang;, rwang0, SCRM, Social CRM, Software Insider, SoftwareInsider, vendor strategy
By Paul Greenberg on March 8, 2010
I was going to do this long post about something but I decided instead to accumulate a few things in a shorter format and lay them out to you. They are both industry driven and highly personal. So here we…
Posted in Featured Posts, Trends & Concepts | Tagged Altimeter Group, Customer Relationship Management, Jeremiah Owyang, Ray Wang, Social CRM
By R "Ray" Wang on March 5, 2010
Analyzing The Demand For Use Cases In Social CRM
Since joining Altimeter Group, I’ve had the pleasure of collaborating with my colleague Jeremiah Owyang on Social CRM. On a daily basis, the requests for Social CRM strategies escalated from all parts of the organization. In fact, requests reflected all facets of CRM including the usual sales, marketing, [...]
Posted in Business, Featured Posts | Tagged Altimeter Group, Brent Leary, collaboration, collaboration insights, crm, crowdsourced R&D, customer experience management, customer relationship management (CRM), Dion Hincliffe, early adoptions, early movers, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise collaboration, enterprise software, enterprise strategy, Erin Kinikin, Esteban Kolsky, evangelizables, extended collaboration, groundswell, hollistic approach, innovation, innovation insights, John Lovett, John Ragsdale, Josh Weinberger, marketing, Marshall Lager, near tipping points, Nenshad Bardoliwalla, Oliver Marks, Paul Greenberg, peer-to-peer unpaid armies, proacitve social lead generation, R "Ray" Wang;, rapid social marketing response, rapid social sales response, rwang0, sales, seamless customer experience, service, Social Business Software, social campaign tracking, Social CRM, social customer insights, social event management, social marketing insights, social sales insights, social service, social support, social support insights, social technologies, Software Insider, support, Susan Scrupski, VIP experience
By Michael Krigsman on February 15, 2010
Social business has important implications for the enterprise. This post contains an important video that explains why.
Posted in Business | Tagged CIO issues, crm, Cultural issues, Enterprise 2.0, Social CRM, Video interview
By Paul Greenberg on February 4, 2010
Those of you who have read the 4th edition of CRM at the Speed of Light know that I’ve taken Thomas Vander Wal’s brilliant “Social Stack” concept, and added “context” as a characteristic to it. I’m increasingly convinced that the idea of ”social characteristics” is somethingthat has to be considered when it comes to the [...]
Posted in Featured Posts, Trends & Concepts | Tagged collaboration, Helpstream, Jive, lithium, oracle, salesforce.com, sap, Social CRM, Social network, socialtext
By Paul Greenberg on February 3, 2010
There’s no doubt in my mind NBC Universal had to do something given their falling ratings. The former kings of Thursday night TV not only sold themselves to Comcast, who, aside from Frank Eliason’s superb rock star group of customer service people, sit near the bottom of customer service experience ratings all the time, but [...]
Posted in Trends & Concepts | Tagged Industry Analysis, Jay Leno, KickApps, NBC, Social CRM, social networks, Technology Reviews, Tonight Show
By R "Ray" Wang on February 1, 2010
Informatica Enters The Battle For Master Data Management Dominance
As with any best of breed market, only a few will survive and even fewer will succeed. Despite a leading offering, Siperian’s faced a rocky financial situation over the past 12 months. Many suitors pursued Siperian but in the end Informatica’s $130M acquisition of Siperian took one [...]
Posted in Business | Tagged acquisitions, AddressDoctor, Applimation, Cloud, data integration, data quality, DI, DQ, EMC, Enterprise apps strategy, hp, ibm, Identity Systems, Informatica, Itemfield, Ivan Chong, master data management, mdm, mergers, microsoft, News Analysis, oracle, R "Ray" Wang;, sap, Similarity Systems, Siperian, Social CRM, user strategy, vendor strategy
