social CRM

The Leaky Bucket Syndrome

What happens when companies spend huge sums of (marketing) dollars on customer acquisition when they can't even keep the customers they have because their products, services, and experience stink?

I don't know (OK, I do know), but I think Pizza Hut UK is about to find out.

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5 Things You Need To Know About (Social) CRM (Definitions)

I think trying to define something is a very good exercise to understand what you are dealing with or what you are trying to do it for. It also helps to communicate internally. And regardless of what many say, I don’t think there are enough definitions of (Social) CRM, at least not good ones.. But that is a personal opinion, not relevant to today’s post.

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Observations Why Social CRM Isn’t….

No, I won’t claim Social CRM is dead, to the contrary. It just isn’t growing up fast enough to really have a business impact. This is more likely due to the slow pace at which companies are responding to changing market environments than it is due to the advancement of technology.

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Mixing Social Media and Customer Service? Skate to Where the Puck Is…

I was listening to a pretty darn good (if you remove the “look at what we do” part of the presentations) webinar from CRM Magazine talking about how to do Social Media and Customer Service well. There were some interesting discussions of different things to do, with different vendors, when I heard from Gregg McMullen from West Interactive (in case you don’t know West Interactive, they do Customer Service outsourcing) something that stopped me in my tracks.

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New Leaders Drive Customer Service Excellence in the Digital Age

Guest Post by: Stephanie Shaw

The term “Social CRM” is used a lot in the digital age. Traditionally, “customer relationship management” dealt with acquiring, enhancing, and retaining customers through interaction in person, on the phone or via email. Social media adds a new layer of interaction to the mix. We explore the champions who are changing the way businesses do customer service.

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Making Sense of the Chaos: Social CRM with Bill Odell

Guest Post by: Maria Pergolino

This next B2B Marketing Thought Leader Interview is with Bill Odell, vice president of marketing at Helpstream, a Social CRM solutions company. Bill is responsible for the company’s overall marketing and go-to-market strategies and oversees all product marketing, partner marketing and corporate marketing activities. Bill has 20 years of experience leading marketing for several innovative, category creating technology companies, including Sun Microsystems, Cisco, Compression Labs – the developer of DirectTV – and Interlace Systems.

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