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Building on prior columns about social business and social customer relationship management (CRM), this week we'll cover implementation. Jeanne Bliss's opens her great new book, "I Love You More Than My Dog," with a simple...
I’m going to make a bold statement which is in essence in the title of this post, if it weren’t for negative experiences and feedback then new customer engagement models would NOT exist (or perhaps ...
What are Social Media evangelists looking to accomplish? We talk a whole lot about humanizing the corporation, but when we do so, we tend to think in terms of Customer Service and Marketing. Is that all there is to it? These...
Lately it seems that models for adapting social media have become a popular discussion point. From Jeremiah Owyang at Forrester Research to David Armano, a senior partner at Dachis Corp, recommendations and questions arise...
Several blog posts this week, combined, pinpoint what are arguably the two most influential trajectories for the impact of communication technologies on business these days: from real-time web to real-time business, and from...
I often get asked by brands: “How should we organize our company for social media?” or “Which roles do we need”, or “Which department is in charge”. So for our latest report (clients can access all the details) answers just...
I have been traveling quite a bit lately and that has caused me to get seriously behind on a large amount of work that I need to accomplish. I have finally caught up with my email inbox which usually hovers around 60 unread...
