Currently viewing the tag: "customer relationship management"
Before we begin, two caveats:
1) When I said I would never write another series I was so sure this would not happen — then, this became too long…
2) Social CRM is not a technology, never will be. This is the vendor complement to The Roadmap to SCRM [...]
I am a glutton for punishment, apparently. Not only I have not learned from diving into Social CRM early on, but I am trying the same fate now with Enterprise 2.0.
Why? Convergence.
If you remember, this is one of my key topics for 2010. No, we will not witness convergence between Social [...]
Part 1 – Introduction Part 2.1 – SCRM-E2.0 Pivot Point Part 2.2 – SCRM Business Functions Part 3 – SCRM Rules Layer
We find ourselves now having to decide which channels (remember? Social CRM is adding social [...]
Part 1 – Introduction Part 2.1 – Pivot Point Part 2.2 – Business Functions
It is important to recap a couple of things that we said before:
The SCRM Strategy is composed of multiple sub-strategies, some of which you may already have in [...]
Part 1 can be found here Part 2.1 can be found here
This post was begotten by interesting comments I got to part 1. My assumption that everyone should already understand the functions that comprise CRM, and how they should be addressed in building [...]
This review covers the main CRM product, I am going to do a review of OnDemand (or at least get the information) later today and tomorrow.
You probably already read the reports of what Oracle has announced for CRM at Oracle OpenWorld 2009 (here is an official Press Release and a link to [...]
Today’s issue: what to name Social CRM and where to place it within the organization.
Why does it matter? I have been writing and researching the CRM market for a while and have seen the new terms come and go, most of them leaving little in the sense of progress for the CRM industry. My [...]
(I know I have been lagging publishing lately, but been reading, researching, thinking and trying to put together the SCRM roadmap. Coming soon)
These are some thoughts I had today while talking to Allen Bonde, exceptional marketer and great thought leader for the CRM world.
We were trying to figure out a [...]
Paul Greenberg put the stake in the ground by defining SCRM and said that we needed to grow if from there.
I agree. And it is in that spirit that I want to introduce this post. A little bit longer that most of my posts, but a way to start [...]
I have made adjustments to the way I think about Loyalty.
I want to thank everyone for participating, reading, commenting, and for providing very thoughtful point-of-views that I had not considered before. I went through all the comments and summarized them into six lessons learned:
The choice of loyalty remains [...]
