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Top Articles
Come to Atlanta to Get Down to Social Biz
[2012-01-20] I have the opportunity to go to a lot of CRM/Social events during the course of the year, most of which are held in cool places like San Francisco, Boston and Orlando. And while I love going to those places, I've always wanted to have one of those events down here in Atlanta. And while I've threatened to do
it, I would always find an excuse (or 200) not to do it. Not the right venue, not the right time of year, nobody in the industry would come, nobody likes me… man I better stop before I really depress myself.
SpringCM Upgrades Mobile Capabilities and Offers Enhanced Support for Salesforce.com
[2011-12-29] SpringCM provides a cloud based enterprise content management platform. It was founded in 2005 and I have covered it before (see SpringCM Goes Beyond Content Management). I recently spoke with Roger Bottum of SpringCM on their latest moves. SpringCM is set up to put content into the work process. They are also putting content wherever you need it with an enhanced mobile capability that now includes a version specifically designed for the iPad. This is a smart move as mobile enterprise apps are now on the rise with tablets and smart phones passing desktops and laptops in usage. Over 15 million iPads were sold in 2010 and the numbers are increasing.
CRM is Different Than an Accounting System
[2011-11-10] Successful CRM Requires an Organization to Know Their Own Best Practices
Differences Between Social Media And Social CRM
[2011-10-27] Part 8 in a series introducing my new book, The End of Business as Usual…this is not content from the book, but instead, this series serves as its prequel.
The Social Customer by Adam Metz
[2011-10-07] "A social object is something that people look at, discuss, and pass from person to person, putting their own stamp on it",writes Vice-President of Business Development at Metz Consulting, Adam Metz, in his practical and idea packed book The Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers. The author describes the business case for social customer relationship management (CRM), and how to apply CRM to brands as social objects, through the most effective application of social media.
Pardot Stays Focused on Small and Mid-Size Clients
[2011-09-15] I caught up last week with Pardot co-founder and Chief Operating Office Adam Blitzer. It had been over a year since I'd had a serious briefing from Pardot, although we do keep in touch and I have current information on them in my VEST report on industry vendors. Pardot is funny that way: with nearly 700 clients, they're arguably the third-largest B2B marketing automation vendor and have a broad industry presence, but their formal marketing is relatively quiet. For example, their Web site lists eight press releases during 2011, compared with 46 for Eloqua and 30 for Marketo.
How do you define social CRM?
[2011-08-31] It started with a tweet: news from IT industry analysts Gartner as reported by TechCrunch that the social customer relationship management (CRM) market is forecast to reach over $1 billion in revenue by year-end 2012, up from approximately $625 million in 2010. TechCrunch added that worldwide social CRM is projected to total $820 million in 2011.
Begin With the Customer Experience in Mind
[2011-08-11] When most businesses create a new product or service offering they initially develop the attributes of the product or service. Makes sense, you don't have anything to sell unless you create something people want to buy.
How to Create the Ultimate Customer Experience
[2011-07-28] Everyone talks about creating a great customer experience, but few people really deliver one that's special in any way. Creating an exceptional customer experience is pretty simple really - you only need to do one thing - pay attention.
Making Better Use of Customer Intelligence
[2011-07-07] Forrester's Tamara Barber asked the question: Are You Prepared For The Intelligent Enterprise? She looked at the future of market research and saw a trend and need for increased collaboration between the market insight professionals who go out and proactively collect market research data and those who passively collect transactional and behavioral data. We applaud this. She worked with a colleague, Dave Frankland, to look at how these functions best collaborate. These came up with these findings and suggestions.
What Makes a Good Corporate Blog
[2011-06-15] When I talk with new, existing or potential clients about blogging or content marketing strategies, many of them are confused about how to run a good corporate blog. How do they write about things that customers and potential customers will find interesting or link worthy without being too salesy or too pushy.
Understand More About Social CRM
[2011-05-19] Last Friday, I participated in Social CRM 2011, a one-day conference in London organized by Luke Brynley-Jones.
CRM + Predictive Analytics: Why It All Adds Up
[2011-05-04] Here's are several excerpts from an article by Eric Barkin about predictive analytics, a subject near and dear to me, that's definitely worth the read, CRM + Predictive Analytics: Why It All Adds Up:
Is Social CRM for Real?
[2011-04-14] Paul Greenberg, an expert on CRM, took time out to keynote the Radian6 user conference, Social 2011 (where I get my turn to speak this afternoon). After writing 800 pages on Social CRM, Greenberg's not yet sure if it's for real, which is similar to my far less informed perception. After hearing his comments, I think it's real, but not yet well defined.
Verizon And SAP Partner On Cloud CRM
[2011-03-18] Verizon and SAP America have announced they will jointly offer the SAP Customer Relationship Management (SAP CRM) solution to enterprise workers via Verizon's cloud computing services.
Salesforce Becomes More Social With Service Cloud 3
[2011-03-03] Salesforce.com has introduced its next version of its cloud computing service called Service Cloud 3.
Is Your Business Integrating Social Media Into Your CRM?
[2011-02-10] How does social media support your customer relationship management processes? That was one of the areas recently reviewed in research undertaken by Microsoft Ireland in a survey of 400 businesses. The research uncovered that social media is making significant inroads into Irish customer relationship culture with:
Early Social CRM Adopters See Added Advantages
[2011-01-26] Here are several excerpts from an article by Brendan B. Reed about a recent social CRM study conducted by SugarCRM, Social CRM Adoption Slow but Adopters Enjoy Advantage:
Developing Your Business Around The Wants And Needs Of Your Clients
[2011-01-13] How well do you know your prospective clients? For marketing to work, it needs to strike a chord with the recipient. It needs to ask a question or make a statement that stops them in their tracks and grabs their attention. To do this, your question or statement needs to be directly relevant.
How To Kickstart Organic Online Community Growth
[2010-12-23] Here's a synopsis of great post by Lucy Beer (@elementalc), Online Marketing Coach, Strategist & Blogger, Kickstart Your Online Community With Your Offline Customers. Check out the complete post for more.
Social Customer Relationship Management
[2010-12-09] I thought it would be very interesting to look at how other people in the world are talking about, describing, and visualizing Social Customer Relationship Management (Social CRM). I found some pretty interesting images out there and compiled some of them below. I also included an image from Chess Media Group. It's interesting to see the various differences between how people talk about visualize the same topic but; some are simple yet others are more technical and complex. Notice for example how Lithium and Oracle look at social CRM (both vendors). If you have an image that you created or came across that you feel helps explain Social CRM, send it on over!
Understanding CRM From A Social Standpoint
[2010-11-23] If you put a consultant, an analyst, a vendor, and an end user client together in the same room and ask them to explain or discuss social CRM or social business (or pretty much anything else), you will get very different answers and explanations. Nothing is ever one-sided so why bother trying to look at things from one perspective?
Optimize Your CRM And Sales Funnel To Achieve Sales
[2010-11-11] Companies that adopt a closed-loop process connecting marketing and sales report a higher return on marketing investment (RMOI) than those that don't.
Shoutlet Launches Social CRM Tool
[2010-10-28] Shoutlet, a provider of a social media management platform, has introduced its "Social Customer Relationship Management (CRM)" aimed at helping companies monitor, understand, and build on relationships with fans through interactions on social media platforms such as Facebook, Twitter, and a brand's own website.
Using Facebook As Your CRM Platform
[2010-10-14] Ok, so it's not exactly a fully fledged CRM system (yet) but when you compare the information you have on a client or lead in Salesforce with the information that Facebook has on the same person the difference and quality of information is mind-boggling. Not only that but Facebook permeates across the online world like an out of control growing snowball.
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