Tuesday, August 17, 2010 | 3 Comments
Tags: engagement
Posted in: Listening, social CRM
So often, when we talk about the value of customer engagement, the focus is on the value or return for the organization. What’s in it for us (the organization) does not always translate into what’s in it for the customer who engages with us. Participation in community conversation is not a one-off interaction or simply [...]
Thursday, August 12, 2010 | 5 Comments
Tags: comcast, Customer service, engagement, ford, red cross, scrm, social phone
Posted in: Customer service, Listening, social CRM
We’ve been talking a lot about various aspects of engagement over the past few weeks on the blog. Lauren Vargas wrote a great post about adding social aspects to your CRM strategy, and her point below really stuck out for me. Before adding social to the mix, you must ensure your organization has a sound infrastructure [...]
Tuesday, August 3, 2010 | 3 Comments
Tags: scrm, strategy
Posted in: social CRM
Although there is not a domestic bone in my body, I am a huge fan of the Food Network Challenge! cake competitions. You know it is going to happen…someone’s cake will be lopsided or a cake tier may crash in the process of moving the cake from the kitchen to the judging table. It will [...]
Wednesday, July 28, 2010 | 34 Comments
Posted in: Community, Listening, Measurement and Metrics, Social Media, Technology, social CRM
If conversations are any indicator of what’s important in social media right now, there are certainly some hot spots. And based on a high level glance at the industry overall for the past year, we can pick out a few topics that really seem to have the attention of the business world, including us. Here’s [...]
Monday, May 24, 2010 | 8 Comments
Tags: scrm
Posted in: Social Media, social CRM
Thursday, May 20, 2010 | 8 Comments
Tags: scrm
Posted in: Social Media, social CRM
Massing large amounts of fans or followers is pointless if you cannot service your current community or entice them to remain interested and have ongoing engagement with your organization. Your company must be just as smart and strategic about your online participation as it is about traditional customer service and offline engagement channels. While online behavior [...]
Wednesday, May 5, 2010 | Add a Comment
Tags: Customer relationship management, Customer service, social CRM, Social Media
Posted in: Customer service, Social Media, social CRM
How’d April treat you? Did you get all you needed from us last month to get started creating some serious change in your organization? As always, if you want more, let us know — take a browse through the April ebook again, and let us know if you’ve got any questions or would like some [...]
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