Customer relationship management

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

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

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

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

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

Have you heard of Zappos? They’re a US online retailer mega brand largely unknown in the UK – more often referred to as a social media pioneer in marketing circles (for Twitter usage particularly). Yet, dig a little deeper and it becomes clear that a significant strategy is under-pinning their success, and it’s not all

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 B2B Social CRM case studies to learn from Value: ★★★★★ Our commentary : The hunger for information on how to apply social CRM in 2009 and 2010 is shown at the start of this post. It’s helpful since it features 5 mainly B2B mini social CRM case studies – often a good way to learn! I’m not so

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 …..

A round table discussing approaches to managing customer service today I recently took part in a roundtable on improving the quality of customer service hosted by ISP UKFast as part of their UKFast.tv Round Table series. An interesting example of …..

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 …..