When most people talk about “social media,” what they’re really talking about is social marketing—the “tip of the iceberg.” This is quite possibly the most fundamental misunderstanding of Social Customer Management and social business. Often, senior executives will hire a strategic consulting team, specializing in social business, then hand them… More»
So now you’ve got the foundation of what you can do with Social CRM. In the next six chapters we’ll look over the “smaller,” more granular use cases, so you’ll understand the finer points of what your team can do with Social CRM. You’ll probably want to write all over… More»
To find the first part of this post, check out yesterday's post. Middleware Brands use middleware to automate work flows and apply business rules to events from the social Web. Also, if your brand wants to make things happen (book events, process returns) across multiple systems, middleware is going to be a… More»
BREAKING DOWN SOCIAL CUSTOMER INSIGHTS: THE FIVE Ms OF SOCIAL CRM Before we get into granular specifics use cases, and what each of them looks like on a day-to-day basis, let’s break down the foundation, the Five Ms of Social CRM, so you understand Social Customer Insights and the baseline use… More»
I’ve had many an executive ask me, “What exactly can we do with social CRM, besides field customer complaints and solve problems?” I usually tell them they’ve already discovered the two key use cases, but there are about 21 more to go, and we better keep moving if they ever… More»
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