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Jive Comes Around, Focus on Customers
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...
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Research Summary: Best Practices – Three Simple Software Maintenance...
Forward And Commentary Software ownership costs continue to escalate as vendors accelerate their efforts to capture support and maintenance revenues. Some vendors have gone to the extreme to eliminate...
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Event Report: Lithium Network Conference 2012 #LiNC
To the tune of 500 customers and prospects, Lithium kicked off LiNC on May 2nd, 2012, at the always stunning Intercontinental Hotel in San Francisco. Compared to previous years, the audience was not...
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Monday’s Musing: Avoiding Social Media Fatigue Through Engagement
Social Media Moves From Ubiquitous Usage To Relevant Rationalization Have we hit a social media plateau? In recent client conversations on usage of social media, the trendsetters appear to be...
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Why Context Matters – Forget Real-Time, Achieve Right-Time
The Real-Time Hype Is Filled With Flaws The hype around big data, social media, and mobility has many folks imagining the real-time enterprise in the future of work, next generation customer...
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Trends: The Battle For CMO Mind Share
Marketing and Advertising Budgets Are The New Land Grab Constellation Research, Inc. predicts that the global advertising market (paid search, display, and classified) will hit $125B by 2015. While...
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Event Report: Dreamforce X (#DF12) Emerges As The South By Southwest (#SXSW)...
Dreamforce Represents The Mecca For The “Art Of The Possible” In The Enterprise Whether Salesforce.com’s flagship conference at Moscone Center was the most attended conference (~48,000) or the most...
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The 2012 Social CRM Tragic Quadrant
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...
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Social Business is a Snap
Yep, you read that right. A snap. Simple. Uncomplicated. Two bits and change. a Drachma of work (well, probably the wrong analogy). And you don’t even need to buy, invest, change, or even do something...
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News Analysis: Verint Announces Intent To Acquire Kana For $514M
Verint Adds to Vovici and Contact Center Assets To Expand Customer Engagement Offerings On January 6th, Melville, NY based Verint® Systems announced a $514M intent to acquire Sunnyvale, CA, KANA...
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Best Practices: From First To Worst – Continental In A Post United World,...
Multiple Respected Research Survey Results Confirm Frequent Flyer Observations It’s official. In multiple respected customer experience research reports that cover the airline industry, the results...
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What Every CMO Needs To Know About The Five C’s Of Customer Engagement
Forward And Commentary CMO’s seeking to avoid the desensitization that comes with the adoption of new media will want to quickly deploy the Five C’s of Customer Engagement. A. Introduction Social media...
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SAP Goes Social
It's turning into a big news week for enterprise social network (ESN) software, first Yammer's 1st user conference, YamJam12, and then a very interesting announcement from SAP. SAP has, in the past at...
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The leading indicators of social business maturity in 2012
So, it’s about seven years after social media first began to be used for business purposes. It’s been a long journey for some and shorter, more intense journey for others. What have we learned so far?...
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2012: The Year in Enterprise Software
As we move into 2013 it’s time to take a look back and see what major events shaped and changed enterprise software in 2012. It was an active year, particularly from the standpoint of continued...
View ArticlePresentation: Getting Maximum Value from Your Customer Community Investment
The following slides are from a presentation I did on 8/20/13 at CRM Evolution conference in NYC. 2013 CRM Evolution Conference Session: Getting Maximum Value from You Customer Community Investment...
View ArticleMeeting Customer Expectations (Video)
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...
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Social Business Maturity Model, The Next Generation
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...
View ArticleDisrupting Today’s Workplace – Part Two
(Cross-posted @ Michael Fauscette) Disrupting Today’s Workplace – Part Two is copyrighted by Michael Fauscette. If you are reading this outside your feed reader or email, you are likely witnessing...
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Setting the tone for 2015: CRM begat Social CRM which begat customer engagement
I used to spend a lot of time forecasting – “Here’s what I expect to see in 20-whatever.” Then I would look at how I did — and I had a good time both laughing at myself (for my errors) and patting...
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