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Gartner: CRM will Drive IT Spending in ’13 and Beyond…Here’s Why 9 Mar 2013 | 12:22 am
Research firm Gartner has issued a new report noting that it expects IT budgets to increase significantly in 2013 and 2014, led by both cloud computing and CRM initiatives. The reasons given are prett...
I’m Back at Where it all Began 5 Mar 2013 | 11:36 pm
Who says you can’t go home again? When I first started this blog back in 2007, I had no idea what it might become. Now, after six years, hundreds of posts, and a few “owners” later I am back working w...
“Customer self-service” really means more effort and thought about your customers up front 1 Mar 2013 | 03:08 am
I’ve written a lot about CRM and customer service. Bad service can sabotage even the best CRM strategy, but adapting service to cope with the evolving customer and, more importantly, evolving customer...
Whether the discussion is B2B, B2C or B2Any, personalizing the conversation is key 27 Feb 2013 | 04:48 am
Last week, I spoke at Social Business Atlanta. My talk was on the three P’s of avoiding social CRM failure (the article that started that train of thought rolling can be found here), so I served as th...
1-800-FLOWERS commits the cardinal sin – again 14 Feb 2013 | 11:03 pm
Building a customer relationship starts not with CRM but with a good product or service, and the ability to deliver it. That’s the foundation of your business. If you fail at that foundational aspect ...
Applebee’s: if you’re in a social media hole, put down your shovel 5 Feb 2013 | 04:36 am
Will Rogers once said, “when you’re in a hole stop digging.” He certainly did not have social media in mind, which is a pity when you think about it: he would have killed on Twitter, and he could have...
Listening to your customer via social is good for service, but listening to competitors’ customers is great for sales 30 Jan 2013 | 12:24 am
Here’s a scenario for you: a company gets a social analytics tool and starts messing around with it. Initially, as is the case with most businesses, early applications are akin to “ego surfing,” where...
Retention prevention: Charter axes social media support 22 Jan 2013 | 02:54 am
Social media-enabled service is a trend whose value seems painfully obvious: if someone’s asking for help from your company on Twitter, LinkedIn, Facebook or Google +, it’s a smart move to respond to ...
Gibson Guitars makes social media music out of Delta’s sour note 18 Jan 2013 | 01:45 am
There was a great post this week on 1to1 media’s blog about an airline wrecking a guy’s guitar. Yes, again – this time it was not United, but Delta Airlines, and they managed to squish Dave Schneider...
The Top 20 CRM Blogs of 2012 11 Jan 2013 | 03:56 am
You want to learn about CRM, or you want to refine and expand your understanding, but you don’t know where to start? Well, the blogosphere’s one good place to start learning, but it’s become a crowded...
