09th April 2010

We’ve been talking quite a bit about social CRM lately as I’m gearing up to present at the New Communications Forum in a few weeks.  I’ve really received some killer feedback on the Social CRM Proce…

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Company Outputs vs Customer Expectations in Social CRM

05th April 2010

Social CRM is “the” hot topic these days with experts popping up everywhere. Last year, I joined in the “let’s try and define it” debate but I’ve moved on from that. I’m now convinced that simpler i…

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What Makes "CRM" Social?

17th March 2010

I was recently interviewed by the Wall Street Journal and was asked what the three most important things are for small businesses as they pertain to Social CRM (this applies to large businesses as wel…

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Three Things Businesses Need to Focus on For Successful Social CRM

07th March 2010

I don’t think you can call a new solution “Social CRM” until you are connecting new social data sources to the sales data of your customers. CRM is about operationalization and efficiency. And ultim…

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What Defines Social CRM?

05th March 2010

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 th…

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Customers Ignite a New Era of CRM

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