Analytics, Schmanalytics! How to Evaluate an Analyst
When you need your taxes prepared, you hire a CPA. When you’ve got a bridge to build, you hire a…
Defending Your Analytics: Handling Hecklers
The Nature of the Beast The trumpet sounds and the matador, dressed in gold, parades into the ring as a…
KLM Surprise: Is it Social CRM?
Here’s a great Social Media Customer Engagement Case Study – Royal Dutch Airlines KLM.
Social CRM and Customer Advocacy Programs: Case Study
In my previous post titled Loyalty Programs are Passé, how about Customer Advocacy Program?, I highlighted the importance of tracking…
Talk Analytics with Executives: 4 Things You Must Understand
Data analysis isn’t something you do for your own entertainment. Businesses pay for analytics to support decision-making, to provide them…
Top 10 analytic mistakes
One of my favorite presenters, John Elder, presented his top 10 analytic mistakes at Teradata Partners.
Enable, Empower, Engage: Key to Social CRM Success
In my first post of the year published on January 2nd, 2010 titled 2010: Year of Social CRM, I highlighted…
Socializing Software
Transforming business to a networked environment is mostly about changing business culture to become more social and connected but it…
Improving customer interactions one decision at a time
William Band at Forrester (@waband) recently tweeted that his next research project was: When to use CRM apps vs BPM…
Socialytics for Sales, Marketing and Customer Service
Last week at the CRM evolution conference in NYC I presented an updated discussion on socialytics in a social CRM…
