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The Conversation Maturity Model: From Listening to Leading in Social Media
"Although the concepts may be simple, there are plenty of reasons brands are not effectively starting conversations -- from incomplete strategies to limitations in technology. There is more to offer here in terms specifics on these limitations - and more importantly, solutions helping companies address to them... "
Community Is A Management Approach, Not Just a Role
"The way we currently think about community management – for the most part – is a role played by someone managing a set of relationships often mediated by an online destination"
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Over the last nine months working with and speaking with a wide array of individuals who are practicing community management it has become apparent that community management is not only an explicit role or career but also a general approach to management.
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A better understanding of how to incorporate real-time conversation into traditional workflows
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Social Media Strategy Framework in 11 languages
"Given the extreme popularity of our Social Media Strategy Framework, we decided to translate it into other languages. The translations have been serialized on my blog over the last couple of weeks, and here they are compiled into a single post."
Introducing Our Seminal Series On Social CRM
Is Social CRM a true paradigm shift or just another channel like email, chat, KB, kiosks, and the like? If it’s just another channel, we can continue business as usual by simply adopting Social CRM without any major change in our strategy for engagement. However, if it’s a paradigm shift, we need to reevaluate our overall strategy. Understanding this distinction is critical in laying our plans to deal with the new social breed of customer.
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This is the era of the Social Web and all things 2.0. This is an era in which the very dynamics of the relationship between customers and their vendors have changed radically. Finally, the customer really is always right. Worse (from the vendor's perspective), that customer is now equipped with a mighty megaphone with which to tell everyone who is interested in hearing what they like or dislike about their customer experience. That's right, not just about the products, but about their whole experience:
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Finally, as Paul Greenberg has so eloquently put it, Social CRM is “the company’s response to the customer’s control of the conversation.”
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How Companies Increase Innovation
hose ideas, however, don’t really come from nowhere. Instead, they are typically at the edge of a company’s radar screen, and sometimes a bit beyond: trends in peripheral industries, unserved needs in foreign markets, activities that aren’t part of the company’s core business. To be truly innovative, companies sometimes have to change their frames of reference, extend their search space. New ways of thinking and organization can be required as well.
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Problem solvers can be professionals, retired scientists, students or anyone who can answer a problem that has stumped a company’s own researchers. InnoCentive, based in Waltham, Mass., says the site gives solutions to about 40% of the problems posed.
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Many companies set up so-called communities of practice, which are typically internal Web sites where employees are encouraged to share knowledge and skills important to the company.
About communities, social media and the customer support department
The customer support and the proper implementation of social media tools around it have brought quite a lot of profit and success to the sales and marketing teams of many large and medium size companies globally. WordFrame sales and support team members are promoting the idea of having the support team as being inseparable part of the marketing and sales teams for several years now. One of the ways to do this (i.e. to have your support department actively participating in the sales process as well as in the business development strategy of your organization) is to equip it with the proper communication, social media and sales tools and ….Voila!
Building Social Media Relationships
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Connect with people through common interests
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Get to “know” the people I interact with because they share information
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MEB's NECC 2008 Web Sites
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