The 5 Stages of Customer Acquisition for the Social Business (Part I)
This is the first of a Three Part Post. "The purpose of a business is to create and keep customers." -- Theodore Levitt So then, the next logical question is how do we create customers? And once we get them, how can we keep them? While keeping them engaged and developing them into advocates is … Read More»
The New (Social) Customer Advocate
Over the past few months, the #scrm Accidental Community has had several conversations about who should "own" social media and Social CRM within an organization. Though we've had a lot of productive conversation, I believe we've collectively come to the conclusion that there is no definitive answer … Read More»
Social CRM: The #SCRM Accidental Community Roundtable Conversation
Brent Leary, creator of the #scrm hashtag on Twitter and well respected author and speaker, recently invited me to participate in a round table discussion on Social CRM alongside 3 very insightful thought leaders and experts in the field; Prem Kumar Aparanji, Mitch Lieberman, and Esteban Kolsky. If … Read More»
One Secret for CRM Success: Understanding the heart, mind, and soul of a sales person
"Anything that helps me sell more effectively, I will employ, but not at the expense of ineffectiveness" - Mike Muhney Last week, I had the opportunity to have one of many conversations with industry pioneer Mike Muhney, co-founder of ACT! Software, and the sales person's advocate in the … Read More»
So how big is this Social CRM thing going to be?
2009 has seen the rise of Social CRM. People are actually proactively searching for the term on Google. Recent CRM industry gatherings; the CRM Evolution conference and Gartner's CRM Summit, have given way to an avalanche of coverage and discussion of Social CRM. CRM Magazine’s recent awards … Read More»
Social CRM: Overhyped Fad or Transformational Solution
Last month, I wrote “Unleashing the Value of Social CRM: Where to Find the Biggest Return”. Towards the end of the article, I posed this question: “Which functional area do you think will be able to leverage Social Media and Social CRM the most, and provide the greatest impact to the … Read More»
CRM Magazine Announces 2009 CRM Market Awards (Social CRM gaining ground)
This morning, CRM Magazine released their 2009 CRM Market Awards to be announced at the CRM Evolution Conference. Somewhat surprising recipients appear in the area of Rising Stars include Google, Facebook, Lithium Technologies, and Visible Technologies - internet and social media platforms. In … Read More»
Paul Greenberg, Brent Leary, and Bill Band discuss Social CRM with 1to1 Media
If you have the time, the videos below provide a great chance to listen to 3 industry experts discuss Social CRM. [youtube=http://www.youtube.com/watch?v=J3IlpUmnH2s&hl=en&fs=1&] [youtube=http://www.youtube.com/watch?v=sche5aVXKdo&hl=en&fs=1&] … Read More»
Unleashing the value of Social CRM: Where to find the biggest return
Social CRM is gaining traction quickly. I would argue it continues to gain ground at a dizzying pace. If you are new to the term, or are still getting up to speed, please check out the articles here to provide yourself with a little background. The Social CRM community has identified 4 primary key … Read More»
If you are remotely interested in Social CRM (formerly known as CRM 2.0)…
then be sure to check out the post by Paul Greenberg Time to put a stake in the ground on Social CRM. The comments are equally valuable to the discussion. … Read More»
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