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CRM in the age of the Social Web
I was invited to give a talk in Montreal this past week, by SugarCRM , which coincided with my attendance and participation at Enterprise 2.0 in Boston. I also had also just released a Guide to...
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It is about the People, then the Product
Paul Greenberg did a great job of highlighting some cool folks with his “Following on more than Friday” post. I am humbled to be on that list and Paul, right back at you. But you knew that and I do not...
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Social Hearing Versus Social Listening, There is a Difference
I am torn between two topics this weekend – one is the subject line above, the second is is the fun topic of “Creepful”; the awkward combination of being insightful and sharing so much information with...
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CRM, CX, RightNow – A Perspective
It was a great few days at the Broadmoor hotel in Colorado Springs, CO. RightNow invited me to attend their annual, US, user conference as well as the preceding influencer day leading up to the...
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The Changing Culture of the Contact Center
My apologies for the delay in this post, I meant to get it done sooner. As I said in my previous post after the RightNow user conference, I was able to spend some time with customers, end-users and...
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What Would Einstein Say About Customer Service Complexity?
Nothing. Einstein’s theory of relativity, E=MC2, is known by every school child post 4th grade. By 6th grade most school children all are told what the letters stand for, but it is highly unlikely that...
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Customer Service, Do Not Waste Your Opportunities!
According to Wikipedia, the obvious source for…well, everything, just ask my kids, there is a definition of Customer Service. Wikipedia of course needs sources, so they quote Jamier L. Scott: “Customer...
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A Conversation with a Friend
Earlier this week, I was able to catch-up with friend Graham Hill via Skype. Before you get too far, this is not an interview style post. This is an extension of the sharing of ideas to a broader...
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Where Does SMS Fit in the [Social] World?
I wanted to see if I could write an entire post using an iPhone, for some reason, it seemed an interesting way to think about SMS, (the protocol behind text messaging) as a channel communication. I...
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Who Leads the Social CRM Market? – An Analysis
The question was raised on Focus and my answer may have surprised a few people. I started my answer with a disclaimer “I work at Sword Ciboodle” (a technology vendor for those of you who do not know)....
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