Are you planning an online community? 10 principles to follow!
Are you planning an online community? 10 principles to follow!
How can I help you? – The next generation! [Part 1]
How companies can improve customer service? Complex question. Part 1 – single point of problem request entry. Will this help?
SAP: Why CRM is dead, NRM is alive.
Why building networked communities is absolutely a must in the new millennium and why traditional CRM approaches and marketing are becoming increasingly less effective.
Broken House, Social Enterprise and SAP.
The social house we are building for enterprises is not structurally sound. Will they have to re-deploy and re-implement their social solutions?
Social Media for Startups: Lessons Learned.
Should startups engage in Social Media? How?
What channels to use?
How they can effectively do it without time and having limited resources?
Groups and Communities – are they the same?
There are 483,797 groups on LinkedIn. More than 1.6 million active Pages on Facebook. Average Facebook user becomes a fan of 2 pages each month. Aveage Facebook user is a member of 12 groups.
Crossing the Chasm and community manager – are they together?
Do you think there is a difference in skill sets for community manager roles based on a stage of the company’s development?
“Live” Agent – is this the solution to your problem?
Social CRM triggered the whole new level of discussions around automated/self-service support options. People are demanding real-time interactions with the “live” person. Everywhere they go. Why? Because they [for some unexplainable reasons] still think [despite all the realities] that the best customer service can only come from “live” interaction with the agent.
Self-Service and Social CRM – friends or …. ?
Two schools of thoughts are fighting these days around the following issue: how customers should be treated in social media space. Can customer service/support interactions be automated or the whole nature of social media channels dictates one-on-one personal conversation-based communications.
Is Social CRM or SCRM for real?
This was one of the best meetups on Social CRM. The topic is still very hot. Social CRM – is this a space on its own or it is an extension/feature of the existing CRM applications? Some people decided to complicate these discussions even more by introducing the brand new space SRM – Social Relationship Management… I really want you to watch this video and share your thoughts.
