Exploring new frontiers of real time customer feedback
This post is on behalf of the CIO Collaboration Network and Avaya Growing up, I spent much of my time playing competitive team sports. I played soccer, basketball, and (American) football. In each case, almost immediately after some level of effort, I knew how I had done. I got immediate feedback … Read More»
Optimizing the Full Spectrum of Customer Interactions
This post is on behalf of the CIO Collaboration Network and Avaya Last weekend I had the pleasure of introducing a movie for the first time to my 5 year old son - a movie that incidentally, I first saw when I was 5 years old. In it, an iconic message was communicated via a channel that … Read More»
Trust: It matters (more than you think)
"Organizations are no longer built on force, but on trust" - Peter Drucker "Technique and technology are important, but adding trust is the issue of the decade" - Tom Peters "Mistrust doubles the cost of doing business" - Professor John Whitney, Columbia Business School "As you go to work, … Read More»
Six Things Customers Want
Often, when asked a question by media, existing customers, or prospective customers, I find myself answering with some version of "It depends." What's the biggest priority in 2012? Should we begin a Social CRM initiative? What's the first thing we should do? Which software solution should we … Read More»
Customer Relationship Innovation for the Emergent Social Business
Speaking at an event hosted by SugarCRM and IBM Social Business this week, I informally polled the audience. "How many of you are NOT on facebook?" No hands were raised. "How many of you have a twitter account?" Most of the room raised their hands. "LinkedIn?" Most of the room again raised … Read More»
In an era of crisis & revolution, is your company the next target?
We are living in interesting times indeed. Geo-political revolutions, financial crises, economic uncertainty. Try as we might to ignore them, the fact is that the very fabric of capitalism is being re-evaluated, and perhaps even rewoven. What we have assumed and known for at least 150 years is at … Read More»
Networks, Signals, Reputation and Delight
The era of mass marketing, sales driven information gathering and sharing, and being "just good enough to win" is being shattered by the rapid emergence of a smart, networked, and increasingly demanding generation of empowered customers. In the fragmented and fast moving world of concepts, … Read More»
The Future of Customer Relationships: Where is all this heading?
Shifts in technology and human behavior are rapidly changing customer's expectations of companies. Things are moving so fast, that most executives are not only trying to catch up with the changes, but identify what some of the changes are. Understanding what those changes mean to each business is a … Read More»
Social Media, Collaboration, and Customer Insights with an elite group of experts: April 4-6, 2011
When SugarCRM asked me to assemble the social track for SugarCon, the first thing that impressed me was the "spirit" of the track, and conference for that matter. It had little to do with touting Sugar; the company, or the products they make. Rather, it was all about creating a gathering of thought … Read More»
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»