Bertrand Duperrin's Library tagged CRM →  View Popular, Search in Google

"SAP hasn't necessarily set up its StreamWork product as a competitor to Jive's social collaboration software. SAP is actually a customer of Jive, albeit for the software that powers the SAP community website rather than for internal collaboration. However, in terms of getting work done inside an organization, SAP says it is playing a whole different game."

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"Aujourd’hui les clients ont plus de pouvoir et sont plus connectés que jamais. Cela appelle une réponse des marques
Le CRM traditionnel concerne la récupération et la gestion des données clients. Le Social CRM est une stratégie d’engagement des clients
Les ventes dirige le CRM traditionnel. Les conversations dirigent le Social CRM et les ventes ne sont qu’un sous-produit."

crm socialcrm

"gone are the days where Customer Support is done just via phone calls, email and discussion forums. Today people expect real-time, engaging experiences with brands on social networks like Facebook and Twitter. When they post they want answers, and if they don't get them they may lose interest in the brand. "

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"We live in a world of mounting performance pressure. Our Shift Index reveals that return on assets for all public companies in the US has eroded by 75% since 1965. Companies clearly are failing to respond effectively to these mounting pressures. If we hope to turn this around, we need to step back and take a systematic look at the performance levers that drive these results and question the approaches of the past. "

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"Si la banque a intégré tôt les réseaux sociaux dans sa stratégie de relation client, le mouvement n'en est encore qu'à ses débuts dans beaucoup de groupes. « Les entreprises ont pris conscience des besoins, mais beaucoup n'en sont encore qu'à la phase d'écoute sur ce que l'on dit d'elles. En revanche, elles ont compris qu'il s'agissait d'un vrai changement de culture"

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"Also, truthfully, I’m kind of uncomfortable with this post too. While I’m pretty sure my conclusion is right, I’m not entirely at ease with what it took to get there. I’ll leave it at that. So I reserve the right to treat this as a work in progress.

Also, Part II of this post is on PGreenblog here. The actual “predictions” are there. This part is the explanatory justification for what I see as the shifting of the dynamics in the (social) business world."

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"Paul carefully dissects the positioning of Radian6 as a Marketing Cloud, delivering astute cautionary points on the pitfalls of pitching it this way. Good advice that I hope Salesforce will sit up and take note of. As someone more interested in enterprise customer success than the buzz that fills the pipeline, Paul’s post highlights a bigger issue for Salesforce. They don’t get what they’ve got. Or if they do, they aren’t quite showing it in a way that will accelerate enterprise acceptance yet."

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"These days, customer service seems to be a contradiction of words and intentions. Year after year, customers are appealing for attention, efficiency and a communicated sense of being appreciated. After all, what is the value of customer acquisition if retention itself isn’t valued? Now with social networks becoming the preferred channel of communication among connected consumers, businesses are losing ground and faith. The reality is that customers will share their experiences whether positive or negative and they will influence the decisions of others. The question is, how are you changing your service model to shape and steer experiences that deliver value to customers and also back to your business?"

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"I have admired the capabilities within Socialtext for some time. It was one of the early enterprise 2.0 providers, well before the term was coined. They began with a wiki base and have added capability over time to build a comprehensive platform. A couple of years ago they added Socialtext Signals, one of the first enterprise micro-blogging tools. A wrote about them a year ago on this blog (see Socialtext Adds Micro-messaging and Goes Mobile). Recently, I spoke with their CEO, Eugene Lee, on their latest offerings."

enterprisesocialsoftware socialtext socialsoftware enterprise2.0 socialbusiness integration CRM businessapplications process

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"Few organizations providing enterprise social software have a process and integration DNA, as does TIBCO Software. The last of the independents in the enterprise integration game, TIBCO supports some of the most gnarly systems integration efforts at some of the best known organizations in the world. For these reasons, I went to TUCON 2011, TIBCO’s Annual Customer Conference to see what customers have to say about Tibbr, TIBCOs enterprise social software offering."

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"In looking at different definitions with different perspectives and a business lens, the one above made the most sense to me. After 16 months, it was time to revisit a diagram created for “A Guide to Understanding Social CRM”. I will not go so far as to call my earlier work wrong, naïve is a better descriptor. The evolution diagram contained my thought process at that time. Without over using the concept, my own thinking has evolved."

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"Salesforce’s Marc Benioff continued his now-epic stream of social business thought leadership at this week’s Dreamforce 2011 in San Francisco. The messaging was certainly world class and the slew of announcements this week will address many of the shortcomings or feature gaps in its social software product line. But is a company whose roots are in sales automation and cloud-based SaaS the right firm to take organizations fully into the social world of the 21st century?"

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"For me and the decision makers I talk to, SCRM is simply taking traditional CRM and adding multichannel social technologies, social analytics and social engagement strategy to help Sales, Marketing and Customer Service be more productive."

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"To find out, the folks over at ClickFox, a company specializing in customer experience analytics, conducted a survey to assess the potential cost savings from addressing customer service issues via social media, the impact of word of mouth influence in the social sphere, and the degree to which customers understand the tools currently available to them."

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"Some days ago Bob Thompson interviewed Graham Hill about his take on Social CRM. The interview covered a lot of topics, most notably the future of Social CRM about which Graham has a particular view and led Bob to ask the question whether it is necessary to have a CRM system to have Social CRM."

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" With the worldwide explosion of social media usage, businesses are feeling extreme pressure to be where their customers are. Today, that street corner is increasingly virtual, located inside a social media or social networking site. But in an environment defined by customer control and two-way dialog, are customers anxious to engage with businesses? "

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"The activity streams standard is an open source project created by Chris Messina, Open Web Advocate at Google. His vision was to create a standard for a cross-site social networking news feed. "

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"Avec des annonces marketing de plus en plus confuses ou les môts Social et 2.0 sont mis à toutes les sauces, il est certainement temps de clarifier le vocabulaire et le positionnement du Social CRM :

* par rapport au CRM
* par rapport aux réseaux sociaux d'entreprise"

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