Welcome to community-powered Commerce
The need for customer engagement is clear. They buy more: “Fully engaged customers represent an average 23% premium in terms of share of wallet, profitability, revenue and relationship growth.” (Gallup) They expect it: “70-90% of the buyers journey is complete prior to engaging a vendor.” (Forrester Research) And they need it: “45% of buyers require person-to-person contact […]
What modern CRM looks like in a natively-digital world
This more modern version of CRM is enabling natively-digital world to throw down the gauntlet on businesses that do not obsessively design and continuously optimize a customer-centric experience.
Why Facebook entering the world of work is an advertising goldmine. #facebookatwork
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 […]
The Emerging Networks of Record
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, […]
Social Media: Is the juice worth the squeeze?
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
From Social CRM to Network-first CRM
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
Putting the “Relationship” back in Customer Relationship Management
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 […]
Synchronicity
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,” […]
![[Video] What Social Business Really Entails.](https://www.enterpriseirregulars.com/wp-content/uploads/2012/01/Capture1-100x100.png)
[Video] What Social Business Really Entails.
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: […]
Why I’m Optimistic about 2012
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 […]
