The Social Customer Bill of Rights
The social web has empowered and changed behavior and in general is having a broad impact on the way people…
Enterprise 2.0 Pilots
Andrew McAfee started an interesting discussion recently with his post Drop the Pilot. McAfee makes no bones about the fact…
My Regression Theory on Organizational Destruction
In which Jill confirms that everyone who runs backwards does so awkwardly. It’s a familiar story. An executive at a…
An Enterprise 2.0 Framework for Success
Around a week or so ago I presented online at the social business summit on making Enterprise 2.0 work. It…
Why Social Media will drive adoption of SaaS CRM
SaaS CRM (Software as a Service) has been around for a while. Salesforce.com, one of the largest service providers in SaaS CRM…
Does Everyone Deserve Great Customer Service?
This post was inspired by a discussion over on the CRM Outsiders blog that was in turn inspired by a discussion over…
The “Right” Degree of Automation
Social media monitoring and measurement is hard. Knowing what to do with the data, how to respond and how to…
What’s Coming Up Next for Social CRM and Enterprise 2.0?
We’ve talked about a lot of topics around the Social CRM and Enterprise 2.0 space and I think it’s about…
CRM Paradigm Shift
Having watched the CRM (R)evolution for over a decade, I am very excited about the developments that have taken place…
social CRM (sCRM) definition : CRM + aggregator + socialytics
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