By Dion Hinchcliffe on November 19, 2015
Once almost exclusively the domain of open source platforms like Drupal and Joomla, the platforms for online community have evolved and matured significantly over the years in the technologies they use, the features now considered standard, and the organizations that actively provide them. As I’ve explored in this column for nearly a decade, businesses are […]
By Michael Fauscette on May 22, 2015
Building and executing on a customer experience (CX) strategy is one of the most pressing areas of business modernization. The Internet has created new interaction models and channels, as well as created an expectation of immediacy. Companies are struggling to keep up with the expectations and new interaction models. The explosion of new and changing […]
Posted in Featured Posts, Trends & Concepts | Tagged Business Models, business modernization, business strategy, Cloud, Community, CRM, Customer, Customer Experience, CX, CX model, Digital Transformation, Enterprise 2.0, ESN, marketing, mobile, networked business, SaaS, Social CRM, Social Enterprise, social marketing, social web, strategy, technology, Technology / Software, transformation, Web 2.0, Web 3.0, Web/Tech
By Michael Fauscette on July 7, 2014
Posted in Featured Posts, Trends & Concepts | Tagged Blog, Business Models, disruptwork, Enterprise 2.0, future of work, mobile, networked business, social business, Social CRM, Social Enterprise, social web, technology, Web 2.0, Web 3.0, Web/Tech | 2 Responses
By Michael Fauscette on May 29, 2014
Way back in 2011 we published a maturity model for the adoption of social technologies and the resulting cultural and process changes that those technologies could enable. Quite a lot has happened since then of course but happily some of the fundamental business impacts from the use of social technologies hasn’t. We do understand them […]
Posted in Featured Posts, Trends & Concepts | Tagged Business Models, custoemr, CX, employee, engagement, Enterprise 2.0, EX, experience, future of work, idc, maturity, model, networked business, partners, socbiz, Social, social business, Social CRM, Social Enterprise, social web, technology, Web/Tech | 1 Response
By Michael Fauscette on April 28, 2014
As I was re-reading my post on application silos I realized I forgot to include one additional example of the current problem. Recently Microsoft released Office for iPad. Now going beyond whatever I think of Office in general, I am in a situation where I have to use Office so having it (finally!) available on […]
By Paul Greenberg on February 17, 2014
The CRM Watchlist 2014 winners have been harder than ever to characterize. But there are some vendors who, for example, provide product suites that won so I created the Suites category. Today, we look at CRMnext, Infor and NetSuite and Wednesday, SAP a…
By Paul Greenberg on January 22, 2014
“As long as they keep making it easier and faster to get my stuff, that’s all the customer service I need.” Paul Greenberg and Brent Leary explain why Amazon.com wins CRM Watchlist’s Lifetime Achievement Award.
Posted in Business, Featured Posts | Tagged Amazon, Amazon Web Services, Amazon.com, Brent Leary, Consumerization, CRM Watchlist, CRM Watchlist 2014, customer service, E-Commerce, Jeff Bezos, Mayday, Social Enterprise | 3 Responses
By Michael Fauscette on December 20, 2013
Here’s another installment from my video recording session with the eCornell team, this time looking at customer experience and meeting customer expectations. I’ve written and talked about this for some time, so none of it should be particularly new. In…
By Paul Greenberg on November 15, 2013
November 30 is the deadline for CRM Watchlist 2014 – so the time is drawing close. Want to know what to do and what to say? Read on to get some insight and also see what works and what doesn’t. AND who won last year.
By Paul Greenberg on November 7, 2013
Jive is on the upswing, if JiveWorld 2013 is any indicator. See what you think by looking at what they are doing and what they need to do.