The State of Social CRM: 6 Takeaways from #SCRMSummit
One of the worst snowstorms in the history of our Nation's capital, the most flight cancellations since 9/11 (almost 6,000), and the closure and inaccessibility of a pre-booked venue were the circumstances surrounding BPT Partner's Social CRM Certification Training, better known to the Twittersphere … Read More»
Three New Required Roles for your company (#1): CIA Operative
You might be thinking you landed on the wrong blog or be asking yourself "What does this have to do with CRM? Now this Brian guy is telling me that I need to hire a CIA Operative? I'm moving on. I've got real business to tend to. " Wait! Yes, you do...have real business to tend to, and this will … Read More»
The 5 Stages of Customer Acquisition for the Social Business (Part 3)
This is the third and final of a three part post. We've been talking about the AIPEE Pyramid over the past couple of weeks. I haven't embedded the full image of the AIPEE Pyramid on this post, but if you'd like to take another look, you can click here to have it open in a new window, or review Post … Read More»
The 5 Stages of Customer Acquisition for the Social Business (Part 2)
This is the second of a three part post. In post 1, I introduced the AIPEE pyramid, talked briefly about what it was and what it wasn't, and pointed our attention to R Value Exchange (the circled blue R under Interaction Medium) - which represents our target destination when participating socially … Read More»
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»
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