On March 5th, Ray Wang and I announced the SCRM report, along with that, we launched a community to allow practitioners and those who serve them to connect to each other. The goal of this group was to extend the discussion further in this very … Continue readingMilestone: Social CRM Pioneer Group Crosses 1000 Members #SCRM
Trend: Corporate Websites and Social Networks Begin Integration For over three years, it’s been argued that corporate websites were irrelevant since they were separate from consumers who were making decisions with each other on social networks. Since then, we’ve discussed a vision of how corporate … Continue readingResearch Note: Integrate Social Networks with your Corporate Website with ‘Social Sign On’
I find that Paul Greenberg (follow him on Twitter @pgreenbe), one of the early adopter who mapped out the CRM space gives a succinct overview of what’s happening in the Social CRM space. He points out the two converging forces ‘social’ and ‘CRM’ spaces that … Continue readingVideo: State of Social CRM
Social CRM Needed To Make Sense of Consumer Data. Social data is overwhelming. More customers, buyers, and consumers are creating content everywhere they go. Companies cannot scale to match this in a 1:1 basis, and most companies are in early phases of the 8 … Continue readingMatrix: Brand Monitoring, Social Analytics, Social Insights
Expect insurance and wellness companies to monitor social data, then reward –and penalize member actions. Companies Want Accurate Customer Data and Social Data Promises a Gold Mine In our recent research report on Social CRM, we studied how companies will use social data to amend … Continue readingHow Insurance Companies Will Influence Rates Based On Your Tweets: Social Insurance Rates
Social Software Is In the “Cambrian Explosion” Era Last weekend, I visited New York’s Museum of Natural History and Sciences. I’m always fascinated by the dawn of life, and often draw a lot of parallels from the era of many new organisms and how many … Continue readingTrend: Social CRM Consolidation
In the future, the difference between social networks and corporate websites will be hard to distinguish. [With social recommendations, consumers can auto-populate a ‘shopping cart’ to their friends –even before they’ve logged into the retailer’s website] HP’s social strategist Tony Frosty Welch gestured for me … Continue readingSocial Commerce Breakdown: How Levi’s and Facebook Prompt Your Friends To Improve Your Buying Experience
The Market Took to the Social CRM Use Cases The Social CRM report by the Altimeter Group is a hit. Within 30 days it has received over 30,000 views, been touted as the “Most Viral BtoB Report,” and brands and SCRM vendors are aligning their … Continue readingSocial CRM Webinar Part 1: The 5Ms and Marketing Use Cases (Slides and Recording)
18 Use Cases That Show Business How To Finally Put Customers First Social and CRM: How Companies Will Manage Their Social Relationships Over the last six months, I’ve been working closely with Ray Wang who is well known in the CRM space as an expert. … Continue readingAltimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management
Case Study: An Influential Mom Blogger Caused Mainstream Crises Popular blogger, Heather Armstrong (@dooce) was dissatisfied with her non-working Maytag appliance. Following protocol, she called their support number, yet her issue was not solved. Stonewalled, she argued/warned the support staff that she was on Twitter, … Continue readingMatrix: Companies Should Factor ‘Social Influence’ Into Total Customer Value
