Five Technologies that are Changing CRM, Comments on CRM’s Next 5 in 5
The other day I was pointed to an interesting post on the Software Advice web site called CRM’s Next 5 in 5, 5 technologies that will change CRM over the next 5 years. The post was written by CRM analyst…
Business Model Disruption and Dealing with Change
A couple of recent events and some commentary around them got me thinking about the current state of business, the pressure to change and how companies respond to the need to change. Change impacts people and organizations in many different…
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…
Carrot Beats Stick
WooHoo: You’ve just unlocked the URL of Blogville Badge! With Hostess becoming as bankrupt as the nutritional information in a Ding Dong and Kodak redefining the Kodak moment of another kind of bankruptcy, I immediately thought of my childhood. Thankfully those cheerful marketing images that blanketed the store shelves were…
A Look Back at Our 2011 Predictions
We’re putting the finishing touches on our 2012 predictions, so look for that post in the next week or so, but in the mean time, and in the spirit of accountability and openness, I decided to take a few minutes…
The Social Revolution Has Just Begun
Depending on whom you ask, 2011 was either the year of the iPad or the year of social. The truth is that they were and are equally weighted because they are catalysts for each other, and while each can exist without the other, imagining such a thing is like trying to imagine a world where [...]
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…
The Shortest Distance
Forrester Research has been heating up the marketplace lately with a string of interesting reports and forecasts that impact CRM and the front office generally. One that I saw, “Capitalizing on Live Video Chat” by Diane Clarkson, August 23, 2011 talks about the bright future of using video rather than text (obviously) chat in sales, [...]
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 [...]
Influence and Business
Last week I was on a vendor briefing call (social media monitoring and response) and the subject of influence and it’s use by business came up in the discussion. It started me thinking again about influence and how (or if)…
