Listening is a skill that most people don’t posses. Anyone can hear a complaint or a recommendation to improve your business. Most everyone can understand what it is being said. Few people will actually have the ability to relate what […]
Are you organizing people the right way? I read a post from @TheBrandBuilder where he talked about dropping the word followers from Twitter, replacing it with something else. He made the point that it is not about leading, it is […]
There is always a better way to do everything. Whatever project you are working on, someone will always tell you how to do it better, faster, easier, cheaper. You will figure out a better way to do it, as soon […]
Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design Part 4 – Validation If you had not had a chance to read through previous installments, please do so you can find the proper context. So […]
Organizations have an unhealthy obsession with Customer Loyalty. Fact is, and I wrote about it before, that what we measure as loyalty is not even real loyalty. Loyalty, same as satisfaction, is a feeling, an emotion and it cannot be […]
How do you measure the effect of a conversation? Until now, and still continuing in most contact centers, Customer Service has been measured on the efficiency of its performance: number of calls per hour, times it takes to answer a […]
Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design If you had not had a chance to read through previous installments, please do so you can find the proper context. OK, so far we have […]
It has been a flurry of activity around these parts with the discussion of what is Social CRM, whether it exists, and what to call it. First, I read this post from Brent Leary in Inc. Unfortunately, Inc is not […]
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Social CRM is not new or different from regular CRM – then why make up names?