If you follow my blog and my writings (and rantings, and presentations, and panels -- if you ever talked to me about this) you know that I am not a big fan of using Twitter for Customer Service. It is not that it is not possible to do it well, but it is that the …
Continue reading "Twitter for Customer Service? These Companies Get It Right"
Last week I had a very interesting briefing with my friends from the SAS Institute (disclaimer: not a client. I know, too short - but this is supposed to be a short post). One the things we conversed about was a new blog written by their CEO, Dr. Goodnight. If you don't know him, he …
Continue reading "A Customer State Vector? Great Idea – for Customer Experiences"
(note: this is a similar format to my brief history of SCRM, which was widely successful at the time to explain how SCRM came to be. This is in no way related to Stephen Hawkins’ masterpiece – but you likely already knew that. my official disclaimer of conflict of interests and such is at the …
