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»
Kickstarting your Social CRM Initiative: 5 Fundamentals and 5 Immediate Opportunities
Let's "do" this Social CRM thing. Ready.... Go!!!!! You're right. It's not that easy. It's not a panacea, and like all of it's predecessors (Contact Management, SFA, CRM, etc.), there will be absolutely no benefit unless you understand what you are doing, why, and how you'll measure success. I … Read More»
Social Business: May I try and simplify this?
Business is about creating value, and reaping a return from that creation. People (and/or groups of people) are responsible for: (1) Evaluating value offerings (2) Making decisions to exchange value with other people (and/or groups of people) for equal or greater value Social media is a … Read More»
The Ultimate Social CRM Resource Guide – 1st Edition
Yesterday morning at Gartner's CRM conference, it was said that Social CRM will be a $1 Billion market by 2011. (That's right around the corner folks). All of a sudden, there is a lot of noise in the marketplace about Social CRM. In a sure sign that Social CRM is racing towards the mainstream, … Read More»
Circles: The Real Driver behind Social Business
We were all born into a circle. At one time in human history, our circle never extended beyond our family. The circles then extended to our tribe, and then our village. Circles then extended outward. They were drawn around common languages, common religious beliefs, and then nation states. Advances … Read More»
Three New Required Roles for your company: (#3) Media Mogul
Longer ago than I'd like to mention, I started a series called "Three New Required Roles for your company". As the business landscape changes, shifts in business models and design require new roles and adjustments to traditional thinking. New opportunities emerge, and businesses who understand the … Read More»
March Madness: Timeless Business Lessons from the Greatest Coach of All Time
The Final Four tips off tomorrow to determine who will play in the NCAA Men's National Championship Game. Every March, 65 basketball teams are given an admission ticket for a chance to play their way into a dream - competing for a National Championship. It's my favorite time of year. It's a time … 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»