Integrated Social Networks Analysis: Communities For Customer Support.

As I was watching this video recording from one of the last year meetups on Social CRM and The Future of Customer Service, I realized that Kira Wampler from Intuit has raised an interesting point. Is there a need for integrated service/support communities’ management strategies and methodology? Watch live streaming video from cioitexec at livestream.com [...]

Googlewave, Social CRM 2010 prediction by Paul Greenberg – let’s discuss!

We are using Google Wave embedded into this blog to discuss one of the 2010 Social CRM predictions done by Paul Greenberg.

Brands and Social Media and customer loyalty…

Brands who will invest their time and money in learning all of the aspects of customers behaviors across all channels using sophisticated data mining technologies will come up with a set of highly personalized, very relevant offers/services/overall experiences for each customer – consistent across all interaction channels – win!

Social Media Outsourcing? Oh, NO or Yes, of course!

As companies are struggling to understand what social media means to them, what type of resources, processes, channels they need to engage in this huge largely unknown to them space: social media, there are some efforts out there to simplify the social life for enterprises. How? Via outsourcing!

“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.

Social CRM for B2B companies – it’s not that simple!

I’ve seen way too many posts lately about why B2B companies should be using Social CRM ( SCRM, social media, social networking) channels for their businesses. Most of them did not make ANY sense to me.

“Social” space – 2010 predictions.

This is the time of the year when people start predicting major trends for the upcoming year. After careful considerations I decided to publish mine – focusing on major trends in “social” space: Social CRM, Social Media/Networking. And I will do it by categories – makes more sense to me, hope to you too!

Social CRM ( SCRM ) and Level 1 Customer Service and Support

SCRM and Level 1 Customer Service and Support

Let’s try to analyze the impact of social media/networking channels on your Level 1 customer support operations.