There is a lot of noise on whether or not Twitter should be used for Business. On one hand we have examples like ComcastCares, DellOutlet, JetBlue and many others that have been used as case studies. On the other hand, there is me. I wrote about not using it, about treating it as an IVR, …
Why Chatter Matters
Well, as usual I am late to break the news. Salesforce introduced Chatter with great fanfare -- and most everyone covered it in detail and analyzed it (Dion Hinchcliffe, Sameer Patel, and Michael Krigsman provided some of my favorite coverage). I am going to tell you what I think most people are missing and the …
Chattering About Salesforce at Dreamforce
Salesforce has taken two separate paths in their progress towards becoming a established cloud vendor: separating the platform and the application. Although they are not two separate companies, that begins their path to becoming an enterprise-class provider, allows us to analyze both separately, and marks a milestone: they have finally grown up into a world-class …
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Building Communities as the Saying Goes…
As I wrote in the final part of the Roadmap to SCRM series, we are plunging into an era of community participation. Communities are so much more than the traditional forum-like model. It is necessary to build good communities to get value and a return on the investment you put into it. There are plenty …
The Roadmap to SCRM – Part 5 of 5
Part 1 - Introduction Part 2.1 - SCRM-E2.0 Pivot Point Part 2.2 - SCRM Business Functions Part 3 - SCRM Rules Layer Part 4 - SCRM Channels LayerAlas, the last part of this series (and my favorite) communities. I do believe that communities are going to become the most important part of any social business …
The Roadmap to SCRM – Part 4 of 5
Part 1 - IntroductionPart 2.1 - SCRM-E2.0 Pivot PointPart 2.2 - SCRM Business FunctionsPart 3 - SCRM Rules LayerWe find ourselves now having to decide which channels (remember? Social CRM is adding social channels to CRM) we are going to use to deliver the business functions we picked earlier, and to fulfill the rules we …
Lessons Learned at the SCRM E2.0 Conference
Funny thing happened to me this week. I attended the Enterprise 2.0 conference in San Francisco and an SCRM conference showed up. It all started with the keynotes on day one: Tammy Erickson from nGenera delivered the opening address (she did a great job) talking about the differences between traditional enterprise and Enterprise 2.0: changes …
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The Roadmap to SCRM, Part 3 of 5
Part 1 - IntroductionPart 2.1 - Pivot PointPart 2.2 - Business FunctionsIt 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 existence The roadmap to SCRM is an iterative process, where you will re-visit many times …
