• Blog Post: Going around in circles? The 360 Degree View in an age of Social Media

    Companies turn to CRM tools and strategies for many reasons. Typically it's an initiative that aims to gather more information, thus providing a better service and, hopefully, a loyal customer. It's the often quoted "360 Degree View" mantra. Criticisms of such initiatives however...
  • Blog Post: Are you being social with your customer relationship management strategy ?

    Last week, I was out with Larry Ritter , SVP & GM of CRM Applications, talking to the UK press about the "Social Media meets CRM" story. During the day, we spoke to Marketing Direct , Joel Harrison of B2B Magazine and Stuart Lauchlan of mycustomer.com. Conversations ranged from "...
  • Blog Post: Engagement meets reputation management

    My last post focused on employee engagement & how that intersects with a CRM strategy. In particular, I made a strong point that every CRM strategy needs to be company-wide & have employees at its' heart. A few readers commented on that post and the previous , musing on how social media...
  • Blog Post: Calling in the crowd

    An investment in CRM software is key to customer retention strategy. But without social media interaction, a business' can only "know" about the conversations had directly. What happens when those customers talk about a business in other forums - blogs, forums, social networking sites,...