Last week the respected industry analyst firm Gartner Group released their 2012 Social CRM Magic Quadrant. For those of you who follow these proclamations, the inside baseball crowd, the MQ is an event unto itself and despite what anyone would suggest, it really is all about the 2×2 chart. The methodology of the MQ is [...]
Social communities are instrumental to both social media and customer support strategy Jive’s announcement this past week to focus more on Social Customer Service is further validation that customer communities are instrumental to both social media (marketing) and customer support strategy. Employee collaboration software offers an array of benefits for companies but increasingly what they [...]
I have gone through some really bad customer experiences with online and offline services but few have rivaled that of my recent trials and tribulations with web conferencing service providers. This all started when I suffered from dropped Gotomeeting web conferences and encountering people who requested I use a different service provider. When the web [...]
I had an interesting conversation with a senior executive from a large enterprise (in the Global 50) who was expressing frustration with the pace of innovation when it comes to implementing social business in his company. It’s not that they were not doing anything but rather that the act of getting social technologies adopted always [...]
I was talking with a friend who works for an unnamed big enterprise software company, here’s how the conversation went: ME: Hey, so what new stuff are you guys working on? HIM: Not a lot, so-and-so wants to build a social CRM product. ME: Really? I’ve been spending a lot of time in that market, [...]
Is social CRM a product category or a collection of strategies that social media consultants and analysts are pushing? That is the question I have been spending much time considering as of late. Clearly there are product components, most notably the customer community pieces that vendors like Get Satisfaction and UserVoice are offering (notice the [...]
Nice Marketing Blackbox Republic – But Maybe I Was Right to be Skeptical | The Diversity Blog - SaaS, Cloud & Business Strategy: [...] on enterprise software were [...]
Ontonix:: The 787 Dreamliner, Complexity, Systemantics And Linear Thinking « Get "fit for randomness" [with Ontonix UK]: [...] From Dreamliner to Nightmare [...]
This Week: Ditch the Marketing Funnel + Beyond ‘Social’ Business - Entrepreneur News | Australian Society of Entrepreneurs: [...] Content Management in the [...]