SocialCRM
175 views | +0 today
Follow
SocialCRM
Customer Relationship & Beyond
Curated by witszen
Your new post is loading...
Your new post is loading...
Scooped by witszen
Scoop.it!

PGreenblog: Time to Put a Stake in the Ground on Social CRM

"CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It's the company's response to the customer's ownership of the conversation." - Paul Greenberg

more...
No comment yet.
Scooped by witszen
Scoop.it!

How Big Data Is Changing The Way We Lead - Forbes

Dr. Michael Rappa, Institute Director of the Institute for Advanced Analytics at North Carolina State University, talked about the effects that big data and other forms of data-driven decision making have had on his organization and on business in general.

 

Data-intensive businesses like Google, Facebook, and LinkedIn. They are truly building a value system around data.

Rappa said that constructive engagement and sometimes disputes arise about how to model data, how to interpret it, and how to understand the story the data is telling.

 

The net result of Big Data is a more decisive kind of decision making.

more...
No comment yet.
Scooped by witszen
Scoop.it!

Gamification: Unlocking hidden collaboration potential

Gamification: Unlocking hidden collaboration potential | SocialCRM | Scoop.it

Gamification offers a serious capability to improve organizational performance. Early adopters will benefit most; those who choose to be laggards will face increasing competitive pressure from those who embrace gamification and invest in the analysis of their business processes and structured measurement and reward systems.

more...
No comment yet.
Scooped by witszen
Scoop.it!

CRM Watchlist 2012 Winners - The Marketing Mavens | ZDNet

Many CRM vendors either don’t have marketing modules or do it rather poorly. But a few independent vendors stood out this year and are poised to make an impact in 2012. Watch out Paul Greenberg CRM Watchlist 2012 winners

more...
No comment yet.
Scooped by witszen
Scoop.it!

Big Data, Big Dead End / News / What we do / Ctrl-Shift - Understanding Consumer Empowerment

Big Data is actually customer data: data about customer behaviour. What we need for that next big breakthrough in productivity is the information logistics:the infrastructure and supply chains necessary to bring the right information together in the right ways at the right times for the right people.

 

 

more...
No comment yet.
Scooped by witszen
Scoop.it!

Gamification Is More Than A Game For Businesses - Forbes

It’s becoming harder for a business to retain its customers and engage its employees. It’s believed that gamification can be used to motivate engagement and certain behaviors for both your customers and employees. It’s about creating identity and reputation and recognizing a person’s attention and loyalty.

more...
No comment yet.
Scooped by witszen
Scoop.it!

Yes, Gamification Can Help Your Business Internally | Forrester Blogs

Ofcourse,  gamification  entices consumers to engage more deeply with the company. It has many more uses, you can use gamification to enhance other processes in your business. How?

more...
No comment yet.
Scooped by witszen
Scoop.it!

Let’s Get Specific: 9 Real-World Ways to Reinforce the Importance of Customer Service

Let’s Get Specific: 9 Real-World Ways to Reinforce the Importance of Customer Service | SocialCRM | Scoop.it

9 Ways to Reinforce the Importance of Customer Service:

1. Continue to get to know customers.

2. Concentrate on consistency in customer service.

3. Reinforce skills, reward excellence, and involve everyone.

4. Give the gift of your confidence.

5. Words CAN hurt you.

6. Don’t waste complaints.

7. Spread the word that you want “customers for life.

8. Give your existing customers some love

9. Write the rules down.

 

more...
No comment yet.
Scooped by witszen
Scoop.it!

PGreenblog: CRM 2012 Forecast–The Era of Customer Engagement Begins– Part II

Exploring Gamification, an evolving concept to influence , engage and motivate customers.

 

Gamification : a series of design principles, processes and systems used to influence, engage and motivate individuals, groups and communities to drive behaviors and effect desired outcomes.

more...
No comment yet.
Scooped by witszen
Scoop.it!

2012 Customer Experience Predictions: Positives and Pitfalls | CustomerThink

2012 Customer Experience Predictions: Positives and Pitfalls | CustomerThink | SocialCRM | Scoop.it

Social media bolsters the digital customer experience as companies receive direct feedback from customers in real time.

2012 will be the year in which the customer experience will continue to grow in importance around the globe...

more...
No comment yet.
Scooped by witszen
Scoop.it!

Customer Service in 2012 (And Beyond) | Moxie Software Blog

Customer Service in 2012 (And Beyond) | Moxie Software Blog | SocialCRM | Scoop.it
While Gartner, IDC, and Forrester (as well as Ovum, Frost & Sullivan, and many other analyst firms that track numbers) put Customer Service around $3.5 Billion, the reality is that there are three markets (or rather, sub-markets if you may) that work differently, grow at different rates, and are even investing in different things.

First, there is the traditional “Call Center” market.

Second, there is the “Contact Center” market.

Third, there is the “Cloud” market.

more...
No comment yet.
Scooped by witszen
Scoop.it!

Social CRM: What's Right, What's Wrong, What's Next? Inside Scoop with Graham Hill | CustomerThink

Social CRM: What's Right, What's Wrong, What's Next? Inside Scoop with Graham Hill | CustomerThink | SocialCRM | Scoop.it

Graham Hill touches  the following topics in the interview:

 

What is Social CRM?

Has Social CRM become a "bulwark" of business?

Social CRM as new communications channel Social CRM as new technology

Social CRM as value co-creation

The only sustainable track for Social CRM

Five core questions about value co-creation

 

 

more...
No comment yet.
Scooped by witszen
Scoop.it!

Social Media – Social CRM – What is in it for you

Presentation for a group of SAP CRM consultants to make them more aware about social media and to give them a (very small) introduction in social crm...
more...
Cai Yukun's curator insight, May 29, 2014 6:01 PM

it gives a new kind of CRM  which customers to customers relationship in social network. it is different with the old CRM. so CRM is now in evolution.

Scooped by witszen
Scoop.it!

Why Gamification is the exact opposite of what you think it is.

Why Gamification is the exact opposite of what you think it is. | SocialCRM | Scoop.it

 Steve Patrizi, Chief Revenue Officer at Bunchball
"Companies large and small are beginning to see a massive opportunity to leverage game mechanics in the enterprise to engage employees in initiatives and applications to get better work done faster - to increase productivity in a way that actually motivates, engages and retains their employee base."

more...
No comment yet.
Scooped by witszen
Scoop.it!

dcd1c512-4637-11e1-9592-00144feabdc0.pdf

“Businesses require a socialCRM approach that enables them to capture insights and manage the customer relationship successfully by [taking
advantage of] the ‘viral’ nature of the medium

more...
No comment yet.
Scooped by witszen
Scoop.it!

The Social Concept • The Metz Mash Blog

The Social Customer, the new guide to social customer acquisition, monetization, and retention
more...
No comment yet.
Scooped by witszen
Scoop.it!

Expert Interview with Mark Tamis on Social CRM - Salesforce.com UK

Exploring how Social CRM is much more than Social Media+CRM. 

Customers are currently still impressed to get any company response through public channels such as Twitter and Facebook, but as the novelty wears off, the company should do well to better understand the limitations of each channel and move to the most appropriate one as soon as possible, i.e. 140 characters on Twitter is too short to describe how to set up a digital television receiver.

more...
No comment yet.
Scooped by witszen
Scoop.it!

Social CRM: A definition and point of view on SCRM — WhatWorksWhere.com

Social CRM: A definition and point of view on SCRM — WhatWorksWhere.com | SocialCRM | Scoop.it

Social CRM is moving quickly from being a theory to a business reality. The recent acquisition of Radian6 (a leading social media ‘listening’ tool) by Salesforce.com is a clear indicator that the shift is already happening.

more...
No comment yet.
Scooped by witszen
Scoop.it!

What is Gamification, Really? - Lithosphere Community

What is Gamification, Really? - Lithosphere Community | SocialCRM | Scoop.it

Michael Wu, Ph.D. is Lithium's Principal Scientist of Analytics, says "Gamification is not a game. Primarily because the definition specifically states that gamification refers to those applications in a non-game context, where players don’t really know that they are actually playing a game. Furthermore games don’t need to be “gamified” further. It should already be driving game-like behavior (unless it is a very poorly designed game)."

more...
No comment yet.
Scooped by witszen
Scoop.it!

Could CRM Gamification Make Sales Fun Again? - Simplicable

Could CRM Gamification Make Sales Fun Again? - Simplicable | SocialCRM | Scoop.it
Sales gamification will pay a huge windfall to the first CRM vendor to get it right.
more...
No comment yet.
Scooped by witszen
Scoop.it!

Customer Service Through Social Media | CustomerThink

88% of customers whose complaints were unanswered on social media said they would be less likely to buy from that brand. These statistics should tell you it’s time to put effort into your social media as a customer service channel.

more...
No comment yet.
Scooped by witszen
Scoop.it!

Top 10 Hurdles to Providing an Excellent Client Experience | CustomerThink

Top 10 Hurdles to Providing an Excellent Client Experience | CustomerThink | SocialCRM | Scoop.it

Top 10 hurdles to providing an excellent client experience...

more...
No comment yet.
Scooped by witszen
Scoop.it!

Customer Service in 2012 and Beyond Technology..

Customer Service in 2012 and Beyond Technology.. | SocialCRM | Scoop.it

So what do Customer Service managers need? In my humble opinion they need to get the next couple of things done:

 

Understand the Customer (Service) Journey throughout the lifetime of a Customer (and beyond) and thus understanding how value is created with the Customer at the different touch-points.

 

Develop a clear understanding of which and how many contacts in the Contact Center are of value to the company AND the Customer, and which are not.

 

Develop a Customer-driven dashboard to help you understand which Customers are where in the journey, how they feel they are being treated and how well their problems are being solved at what ‘costs/effort’ to them.. (not just you!)

more...
No comment yet.
Scooped by witszen
Scoop.it!

New Thought Leadership Is Needed For Social CRM | Social Media Blog for Business | Michael Brito

New Thought Leadership Is Needed For Social CRM | Social Media Blog for Business | Michael Brito | SocialCRM | Scoop.it

There is more to social CRM than just general community management and support. Enterprise collaboration, process improvement, technology, governance also play a substantial part in the CRM process.

The landscape is changing so quickly that what works today may not necessarily work tomorrow. And, while theory is certainly a good foundation, practical application is where the learning actually happens and thought leadership gives birth.

more...
No comment yet.
Scooped by witszen
Scoop.it!

Research Reveals 'Social Media Variance' Between Customers, Marketers

Research Reveals 'Social Media Variance' Between Customers, Marketers | SocialCRM | Scoop.it

Consumers want to feel valued by their social brand engagements and are increasingly turning to peer communities for reviews, conversations, shopping selections, product assistance and lifestyle advice.

more...
No comment yet.
Scooped by witszen
Scoop.it!

How Social CRM Can Help Address Changing Consumer Demands

Social collaboration-based sales and marketing technologies help companies understand and manage changing consumer demands.
more...
No comment yet.