Posts Tagged ‘crm’

Email Marketing Goes Social: Follow us on Twitter, Like us on Facebook

Email, we love to hate it, yet we hate to love it. For better or for worse, we are tethered to our inbox and continue to send messages and respond to those individuals and organizations to which we’re tied or vested. Over the years, I’ve labeled email as the world’s largest untapped social network and even though many services attempted to socialize the inbox over the years, email, for the large part, remains regressive.

Q&A: The Impact of Social Media in the Enterprise

In the spirit of sharing dialog that transpires outside of this domain, I would like to invite you to read a recent discussion with good friend Jacob Morgan, co-author of Twittfaced (I contributed the foreword). While the discussion centered on Engage!, as you’ll soon see, it expanded to analyze the effects of social media in the enterprise.


Why is sociology and anthropology so important to understand for social media?

SCRM and SRM: Potay-to, Potah-to When Done Right

This is Part Two of Two in a series exploring the promise and potential of Social CRM and SRM. In Part One, we reviewed the importance of sCRM as well as introduced the concepts of Social Relationship Management (SRM) to look beyond customers in Social Media. Originally intended for inclusion in Engage!, Paul Greenberg contributed his view of sCRM and SRM to continue the discussion

Social CRM is Just the Beginning: Looking Beyond Customers

In Engage!, I review the important catalysts and methodologies defining the new era of Social CRM or sCRM. In the discussion, I also introduce the idea of SRM (social relationship management), a concept that may at first blush, seemingly appear to introduce yet another acronym or perhaps challenge the promise of sCRM. However, its only intention is to spur thinking beyond the literal frameworks of traditional customer relationship management, whether it’s social or one-way.

The Business of Social Media: B2B and B2C Engagement by the Numbers

I spend a great deal of time working within the B2B sector, among other things, and social media is a growing and or pervasive program within a comprehensive, integrated communications and service strategy. In almost every scenario I’ve encountered, executives, marcom and service executives, and brand managers have generally assumed that social and interactive activities and programming were ideally best suited for consumer applications. However, as we recently explored, in Social Media, it’s not just business, it’s business-to-business.

Who Owns Social Media?

I had a fantastic conversation with Frank Eliason (@comcastcares), Duncan Riley, and Chris Brogan last night during the Microsoft Windows Mobile Developer event (@WMDev) at Chapel in Seattle. We explored the drivers that propel companies into social labyrinths and how they participate, react and in turn, strategically plan (or should) once they’ve arrived.

The common motives are spurred through innovation (rare) and urgency (more common).

It’s Aha vs. Uh-oh…

Real-Time Conversations Gain in Influence, Hasten Social CRM

This is the unabridged version of my latest post on TechCrunch, “Real-Time Conversations Hasten Social CRM

At the Real-Time Stream Crunchup on Friday in Redwood City, TechCrunch Editor-in-Chief Erick Schonfeld hosted a panel of industry heavyweights who are either building solutions or defining how they’re used in the world of business communications and customer service.

The panel included:

– Porter Gale, Virgin America
– John Ham, Ustream
– Eric Marcoullier, Gnip
– Ross Mayfield, SocialText
– David Sacks, Yammer
– Max Ventilla, Aardvark
– Maynard Webb, LiveOps
– Tim Young, SocialCast

Twitter and Social Networks Usher in a New Era of Social CRM

In a conversation recently with good friend Jeremiah Owyang, he encouraged and motivated me to finally publish this post…

Over the last decade, Social Media has slowly evolved not only as a new content publishing, sharing, and discovery medium, but more importantly as a peer-to-peer looking glass into the real world conversations that affect the perception, engagement, and overall direction of the brands we represent.

Socialized media didn’t invent “conversations,” it simply organized and amplified them.

Reinventing Crisis Communications for the Social Web


Businesses, individuals, and organizations will, from time to time, make honest mistakes or in some unfortunate cases, intentionally support unethical decisions to dissuade or conceal something significant from its public.

Whether it’s an oversight or a matter of deception, savvy companies usually employ and deploy a crises response team to prepare for, manage and attempt to positively spin the potential backlash from customers, partners, and employees related to almost anything.


Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. More so, he humanizes technology’s causal effect to help people see people differently and understand what to do about it. He is an award-winning author and avid keynote speaker who is globally recognized as one of the most prominent thought leaders in digital transformation and innovation.

Brian has authored several best-selling books including What’s the Future of Business (WTF), Engage! and The End of Business as Usual. His blog,, is ranked as a leading resource for insights into the future of business, new technology and marketing.

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