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Customer Interaction and SocialCRM

Why Facebook entering the world of work is an advertising goldmine. #facebookatwork

Why Facebook entering the world of work is an advertising goldmine. #facebookatwork

By Sameer Patel on January 14, 2015

So, Ingrid Lunden at TechCrunch announced that Facebook has finally entered the world of work. As far as the consumer market goes, think about it. Facebook is worth 212 billion dollars by having a strong hold on your actions, interests, and preferences from 5pm to 9am and some fraction of your work day. If only it could […]

Posted in Featured Posts, Technology / Software | Tagged Customer Interaction and SocialCRM, Enterprise and Social Sofware, Facebook, Facebook @work, microsoft, sap, SAP Jam, Social network, yammer

The Emerging Networks of Record

The Emerging Networks of Record

By Sameer Patel on October 16, 2014

The distinction between Geoffrey Moore’s Systems of Record and Systems of Engagement concepts is a hot topic amongst organizational leaders today. A quick primer, courtesy Wikipedia: Whilst a system of record (SOR) is the authoritative data source for a given data element (e.g. CRM, ERP and Supply Chain Management), systems of engagement (SOE) “focus on people, not processes”. Texting, Twitter, […]

Posted in Featured Posts, Technology / Software | Tagged Customer Experience, Customer Interaction and SocialCRM, Digital Transformation, Geoffrey Moore, Network of Record, Online Communities, Paul Greenberg

Social Media: Is the juice worth the squeeze?

Social Media: Is the juice worth the squeeze?

By Sameer Patel on December 1, 2013

Nora Aufreiter, Julien Boudet and Vivian Weng at McKinsey and Co. have published some excellent research on the current state of consumer email that came my way via my old pal and newly minted colleague, Maggie Fox. Just as Altimeter Research founder Charlene Li’s work on internal social technology usage showed less than what you might [&hellip

Posted in Business | Tagged Customer Interaction and SocialCRM, Enterprise and Social Sofware, Innovation and Crowd-Sourcing, Online Communities | 1 Response

From Social CRM to Network-first CRM

From Social CRM to Network-first CRM

By Sameer Patel on August 18, 2013

I sent a tweet to Hootsuite yesterday to ask how I could make some changes to my default settings. The support rep was extremely helpful and resolved my issue right away. Then this morning I get an email with a sales proposition with these choice value propositions. “I hope you don´t mind I write an

Posted in Business | Tagged Customer Interaction and SocialCRM | 1 Response

Putting the “Relationship” back in Customer Relationship Management

Putting the “Relationship” back in Customer Relationship Management

By Sameer Patel on March 1, 2013

Wrote a post about what today’s customer expects in terms of “relationships” on SAP’s Customer Edge Blog. Here is a snippet: ———– Transactional CRM, the system of record technology that lets you manage a sales cycle, a customer service request and marketing activity, is critical to make official records of who did what. But here’s […]

Posted in Trends & Concepts | Tagged Collaborative Sales Performance, Customer Interaction and SocialCRM, Enterprise and Social Sofware, Social Media

Synchronicity

Synchronicity

By Sameer Patel on February 3, 2012

Tom Friedman had a good article up in the Sunday Review Section of the Times in late December on the implications of “the merger of globalization and the Information Technology revolution”. The crux of his reasoning and conclusions lies in this quote: The days of leading countries or companies via a one-way conversation are over,” […]

Posted in Business | Tagged Collaborative Organizations, Customer Interaction and SocialCRM

[Video] What Social Business Really Entails.

[Video] What Social Business Really Entails.

By Sameer Patel on January 30, 2012

Information Week contributing editor Lenny Liebmann and I had a chat at IBM’s Lotusphere 2012 / IBMConnect event in Orlando last week. Lenny wanted to dig deeper into Social Business and get into the ‘why’s’ and ‘how’s’. We talked about a decisive approach to connecting customers, employees and partners and covered a number of topics including: […]

Posted in Business | Tagged Collaborative Organizations, Customer Interaction and SocialCRM, speaking

Why I’m Optimistic about 2012

Why I’m Optimistic about 2012

By Sameer Patel on November 29, 2011

TechCrunch quotes a warning of sorts by Venture Capitalist Josh Kopelman who basically says 2012 will be more like a correcting 2008, as opposed to a euphoric 2011. Lots of good for and against arguments on the VC investing front by the likes of Dave McClure and others in the comments on TC. Regardless of […]

Posted in Featured Posts, Trends & Concepts | Tagged Collaborative Business Intelligence, Collaborative Organizations, Customer Interaction and SocialCRM, Enterprise and Social Sofware, Innovation and Crowd-Sourcing, Measurement and Analytics, mobile enterprise

Marketing your Marketing

Marketing your Marketing

By Sameer Patel on November 27, 2011

Chalk this up to another example of why Marketing STILL doesn’t get social. Social Times reports that the way to get more “Likes” on Facebook is to offer coupons to satiate the what’s-in-it-for-me hunger of an increasingly discriminating social networker. This might well be that moment in social media marketing history when we look back and say – “what […]

Posted in Business, Featured Posts | Tagged Customer Interaction and SocialCRM, Facebook, Groupon, marketing, Measurement and Analytics, Social Media | 2 Responses

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