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We talk to companies, thought leaders and analysts in the Social Business/Customer Experience/CRM space and learn from them on a daily basis – one of the key things that strikes me is that while we are currently focusing on how to enable companies to incorporate Social Media channels into their current customer-centric strategies, there is …Continue Reading
While there was been a lot of talk in the last few years about Social Media and the B2C market, there’s been a too broad a brush that has been used to paint the ‘B2C’ sector. Not every company that sells to consumers sells soda, chips or soaps. There are many companies that sell longer …Continue Reading
The enterprise software market seems to have no memory. If you have been in it for more than a handful of years, you may have seen the repetitive patterns emerging. One of these patterns is the move from diverse, niche solutions in the early days of a new domain to suites that integrate different parts …Continue Reading
Practically no event happens in a singular fashion anymore. Sports, television, conferences, and just about any other event you can think of – big or small – all exist online, as well. Whether you realize it or not, even if you haven’t created unique hash tags and threads in order to shape the discussion happening …Continue Reading
Last week, I had the opportunity to be the keynote speaker for the Social Analytics day at DataWeek SF 2012. This was an opportunity that presented itself at the last minute and despite the fact that we had a gazillion other things going on, we thought it was worth it to be able to talk …Continue Reading
You don’t need to be an online reputation expert to know that every move you make in the social sphere can be (and often is) viewed by others. When you ‘Like’ a politician on Facebook, one might assume that you agree with his or her platform. When you follow a band or musician on Twitter, …Continue Reading
All of us in CRM Idol know it is imperative to seek out and identify the kinds of conversations that are happening in our industry. Hopefully, we all have implemented a well thought out social media listening practice across multiple social channels. We keenly listen to “who” is saying “what” – what our competitors, influencers …Continue Reading
Over the past few days, I have heard the word “audience” mentioned more than once in the context of Social CRM .. as in “audience marketing”, “audience profiles” etc. This makes me squirm. Maybe it’s just me but this reminds me of the days of “traditional” CRM when it was assumed that the customers are …Continue Reading
There have been numerous online debates recently on whether Facebook or Twitter or LinkedIn is the most effective channel for B2B lead generation and many ‘gurus’ have decreased the signal/noise ratio of this discussion. I thought it would be useful to some of our readers to know what one of our customers is doing in …Continue Reading
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Use Your Social Media Powers for Good, Not Evil
Posted on by Satya Krishnaswamy
One of the greatest benefits of Social CRM is the ability to monitor the conversations that are happening around our brands/products/companies. We can get an idea of the sentiment and listen in on customer experiences. In fact, many businesses are using this ability more and more to improve their customer service. And for a lot …Continue Reading