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 [...]
Looking Ahead: Today’s Disruptions, Tomorrow’s Enterprise
Today if you ask me what the most disruptive and impactful technology “pillars” are I’d answer much like you’d expect; cloud, mobile, social and big data. In fact I was on a panel at the CRM Evolution conference a couple of weeks ago discussing exactly this topic. If I dug a little deeper, which I [...]
The Evolution of Customer Service
I think that some (maybe a lot) of businesses are struggling to understand what customers want from their customer support organizations. Customer expectations seem to have changed over the last few years, or maybe what’s changed is the customers’ ability…
The Evolution of US Securities and Exchange Commission Rules
This week there was quite a bit of debate and discussion instigated by a letter from SEC Chairman Mary Schapiro to Rep. Darrell Issa, Chairman of the House Committee on Oversight and Government Reform that was a reply to a…
Social Business 2011, An Update
It’s been a while since I’ve written a post that updated our current understanding of social business and in a concept that is evolving very rapidly, it’s important to frequently share what we’ve learned. Lately I’ve worked on an infographic…
Top Ten Predictions for 2011
This post is built from our annual IDC group effort to lay out ten predictions. The actual document should be up on IDC.com in a couple of weeks, for those of you who have a subscription anyway, so if you want to learn more about any of the predictions I’d point you there, it has [...]
What Does NetBase Think of Social Business?
Following the series of asking vendors with Social Business credentials their thoughts on Social Business – NetBase is next. Want to read the previous ones? Oracle, Attensity, Fuze Digital, Moxie Software, SAP, GetSatisfaction, RightNow Technologies, Lithium and bluekiwi are already posted. Where is the Social world going to be in 12 months? 24 months? As I see it, the Social Web has [...]
Moving "Traditional" Online
I was reading the reports of Rupert Murdock’s upcoming online “newspaper” product and it started a mental thread that I think I need to pull a bit. I guess calling it an online newspaper isn’t exactly correct, if reports are correct, it’s a tablet app based (initially an iPad based) newspaper. Apparently Murdock / News [...]
It’s Just About the Connections!
Ever feel like, as an industry (or industry analyst), that we make everything seem as complex as possible? I guess it makes sense, the more "technical" or more complex, the more you need us or IT or tech vendors or…
Organic Business Networks
I was having a conversation the other day with a colleague about trends that are impacting and driving change in businesses and as often happens lately we ended up on the subject of business networks. When discussing new concepts we have no choice but to apply words that have existing, accepted meanings, even if those [...]
