Customer relationship management

Over 44% of adults now using the web to share grievances Value: ★★★★★ Recommended link: Social Media Leadership forum Our commentary This report examines the role played by social media within the rapidly changing landscape of customer service. It was commissioned by Natalie Cowen, Head of Brand and Communications, first direct and created by Dr Andrew Currah. The report reminds

6 E-CRM Trends to consider for 2012 planning I’ve recently asked several CRM specialists including Paul Greenberg and Shaun Smith to describe how they see the key ECRM trends from 2011 which will also be important in 2012. I’ve picked out 5 key trends E-CRM Trend 1. Brands as curators Shaun Smith, founder of Smith+co believes there are a number of

Definition, frameworks and best practice advice from Accenture and Altimeter analysts In October 2010 Accenture published a useful new guide to social CRM summarising the transformation required in organisations by the advent of Social CRM. This is useful addition to the framework of 18 CRM processes of Social CRM covered in the Altimeter Social CRM report

Why are brands killing the Facebook conversation? I read this post by Jan Rezab, CEO of Socialbakers, writing on Econsultancy, about the lack of interaction of brands have on their own Fan pages. Apparently only 5% of wall questions from consumers on brand pages ever receive follow-up interactions from the brand – shocking really! It’s really

5 recommendations for delivering effective social media customer service from Frank Eliason Frank Eliason is widely regarded as one of the innovators for delivering customer service through social media from his work at Comcast, initially delivered through the @ComcastCares Twitter handle. Eliason shows the importance of the intersection between social media and customer service when he says: “The customer now

Is Twitter the canary in the coal mine of customer relations? Despite the buzz surrounding it, Twitter is not the fastest growing customer service option out there. It"€™s understandable if people have that impression but the numbers don"€™t appear to back it up. According to a recent post by Diane Clarkson of Forrester data show the number

A briefing on using Quora for digital marketing Before I start my mini-rant I have to say I do see the value of online Q&A services. I really enjoy answering questions and reading answers – it’s one of the best ways to learn. They can also help in a small way in learning about customer needs

Is customer experience management the new CRM? This year, many CRM vendors and commentators are hailing the age of customer experience management, raising the question of whether we are witnessing a sea change in CRM? When SAP held its Influencer Summit in February, the vendor revealed it would be repositioning the focus of its CRM proposition from

Our interview with Guy Stephens on the past, present and future of online customer service You may know Guy from his work at the Carphone Warehouse where he was Customer Knowledge Manager or Mars Drink UK Global Online Marketing Manager. I became aware of his passion for building brands through championing customer service when he was at Carphone

5 rules to live by for your social content strategy I picked up a copy of the new “Social CRM for Dummies” at the Adobe/Omniture Summit last week and thought I would share some of the ideas from it and alert you to it since it’s available as a free download (registration required). About the guide You’ll know

Is customer experience management the new CRM? This year, many CRM vendors and commentators are hailing the age of customer experience management, raising the question of whether we are witnessing a sea change in CRM? When SAP held its Influencer …..

5 recommendations for delivering effective social media customer service from Frank Eliason Frank Eliason is widely regarded as one of the innovators for delivering customer service through social media from his work at Comcast, initially delivered through the @ComcastCares Twitter handle. Eliason shows …..

Over 44% of adults now using the web to share grievances Value: Recommended link: Social Media Leadership forum Our commentary This report examines the role played by social media within the rapidly changing landscape of customer service. It was commissioned …..

6 E-CRM Trends to consider for 2012 planning I’ve recently asked several CRM specialists including Paul Greenberg and Shaun Smith to describe how they see the key ECRM trends from 2011 which will also be important in 2012. I’ve picked out …..

Why are brands killing the Facebook conversation? I read this post by Jan Rezab, CEO of Socialbakers, writing on Econsultancy, about the lack of interaction of brands have on their own Fan pages. Apparently only 5% of wall questions from …..