In his recent article on the Software Advice blog, Houston Neal builds a case against the existence of Social CRM. I think the real issue is that the technology providers haven’t caught up to the somewhat overhyped promise of how companies should manage social relationships with their customers. From the moment we started Trustworthy, we [...]
Last Friday, Altimeter Group’s R “Ray” Wang and Jeremiah Owyang published six month’s worth of research and insight in a report aimed at showing “business how to finally put customers first.” With a promise like that, how could I resist? Well, Social CRM: The New Rules of Relationship Management did not disappoint. In fact, we [...]
Two big things happened last week that will affect the way companies interact with their customers on the web. 1. Google launched real-time search, streaming tweets along with news above the normal results. 2. Facebook announced new privacy settings soon after striking deals with Google and Bing. Both are game changers, but let’s start with [...]
The idea of building a “community” around your brand – or around anything needs to be re-thunk. Yes, these are your passionate customers and they must be cared for with the utmost of appreciation. But watch the tools people use today to communicate every errant thought, and you’ll quickly see that you need to be [...]
I predict Twitter (or a similar form of microblogging) will be bigger than blogs some day. I feel I might be in the minority here, as I’ve been hearing more and more people say things like “It’s the Second Life of 2008″ or “It’s the latest ‘shiny object’ but will fade away like so many [...]