Studying the impact of innovation on business and society

Tag: srm

CRM magazine Influential Leaders: The Engager

Reprint of CRM magazine, August 2010 Influential Leaders: The Engager by Joshua Weinberger (@kitson) Brian Solis blogs circles around you. He also posts, updates, and twitters faster than you can, helps develop graphics prettier than yours, and analyzes patterns in public discourse long before you ever see them show up as a Trending Topic. In short? Solis—as principal of consultancy FutureWorks, cofounder of the Social Media Club, speaking-circuit fixture, and best-selling author—is a content and communications machine. But Solis is…

CRM Magazine’s 2010 CRM Market Awards

There’s a saying that good things happen when you least expect it. Such is the case this past week. As part of its CRM Evolution ’10 conference, CRM Magazine announced the winners of its 2010 CRM Market Awards. I’m proud to say that I was listed as one of eight CRM “Influential Leaders” by the magazine, to which I am quite literally speechless. To say that this came as a surprise would be an understatement. To be included among a…

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. #EngageorDie Why is sociology and anthropology so important to understand for social media? I believe that at the top level, all of social…

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… There is little doubt that customers are ruling the roost right now — to a…

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. Much of this chapter was cut…

Customers Ignite a New Era of CRM

What follows is the unedited version of my latest post at AllThingsDigital… The Altimeter Group today released a new report on Social CRM and while analysts release reports all the time, this is different. The report is free to read and share under Creative Commons and this is a big disruptor, one that reflects the socialization of information and the spirit of social media. The New Rules of Relationship Management The essence of the new report by Altimeter’s R “Ray”…

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. Indeed, Social…

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. My foray into the…

Reinventing Crisis Communications for the Social Web

Source 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. Crisis communications is a branch of PR that is…

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