A Survey on the adoption of Social CRM

by | Dec 3, 2012 | Blog

We recently conducted a small survey on the adoption and priorities of Social CRM in corporations. The results, of course, cannot be treated as absolute, as the sample size is too small. However, they correlate to research done by Jeremiah Owyang and the Altimeter...

Social CRM needs a CRM system, doesn't it?

by | Dec 3, 2012 | Blog

Some days ago Bob Thompson interviewed Graham Hill about his take on Social CRM. The interview covered a lot of topics, most notably the future of Social CRM about which Graham has a particular view and led Bob to ask the question whether it is necessary to have a CRM...

Traditional CRM vs. Social CRM – What is the difference?

by | Dec 3, 2012 | Blog

Just by looking at the terms Customer Relationship Management and Social Customer Relationship Management one can see that they are sharing the same roots; Social CRM is either a limitation to or an enhancement of (traditional) CRM – or is it something entirely...

What is Key to the Success of (Social) CRM?

by | Sep 27, 2012 | Blog

Inspired by a blog post by Dr. Harish Kotadia I started to rethink about what the real key success factors for a social CRM strategy are. Harish used Walmart as an example, based upon their introduction of the “local” Walmart on Facebook. Walmart, being a retailer...

Customer Service – The Great, the Bad, and the Ugly

by | Sep 27, 2012 | Blog

We recently read Peter Shankman’s raving experience report about Morton’s Steak Houses where essentially the management of the restaurant chain went out of their way to provide a loyal, valuable (and influential on the web) customer with a surprise meal after he...