The Power of Transactional Messaging
Transactional messages are essential to drive effective engagement. People expect you to follow up with them for a variety of…
Customer Experience: Children’s Hospital of Philadelphia
I'm writing this post from my 14 year old daughter's room at the Children's Hospital of Philadelphia (CHOP). I've been…
The Disconnect Between How Vendors and Strategists Approach Social CRM
After spending a lot of time speaking and interacting with vendors and strategists in the Social CRM space it became…
Knowledge Management critical in Social CRM
In my previous post titled Social Media: The New Front End of CRM System, I highlighted how Social Media has…
The opportunity for opportunity analytics
Some time ago Neil Raden and I did some research on analytics. It was clear as we did this that…
Starbucks is the Leading Consumer Brand on Social Media
Starbucks is the most popular U.S. corporate brand on social networks, according to a ratings study done by London-based Famecount,…
Enterprise 2.0 – If we only knew what we know.
If we only knew what we know. Years ago, while working inside a global Fortune 500 company, the CIO voiced…
How to Drive Results Quickly…
1) Understand your Customers Don't assume your previous customer insights hold true, economic challenges can change consumer views dramatically. Focus…
Moving to the People-centric Enterprise
The fun thing about trying to figure out what might happen next in software and business in general is the…
