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[2010-06-24] How Vendors And Strategists Differ In The Social CRM Space
After spending a lot of time speaking and interacting with vendors and strategists in the Social CRM space it became very clear to me that vendors and strategists (or consultants or analysts or whatever else you want to call them) are on a very different page when it comes to understanding and explaining what Social CRM is and/or does. I think what we are seeing now (also in the E2.0 space) is a space which is being "pulled" by vendors so to speak. I realize it's not this cut and dry and that not all vendors fall into the "vendor" mindset and that not all strategists fall into the "strategist" mindset. Having said that let's a take a look at where the disconnect might be between vendors and strategists.
[2010-06-10] Gaining Insight On Individual Customers And Their Influence
There is little doubt that customers are ruling the roost right now - to a point that should be of concern to business - and a reason to rejoice. On the one hand, because we are human, we love to complain and thus the virally negative press and publicity that a bad customer service problem can lead to grab much of the headlines.
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