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Social Media, Collaboration, and Customer Insights with an elite group of...
When SugarCRM asked me to assemble the social track for SugarCon, the first thing that impressed me was the “spirit” of the track, and conference for that matter. It had little to do with touting...
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The Future of Customer Relationships: Where is all this heading?
Shifts in technology and human behavior are rapidly changing customer’s expectations of companies. Things are moving so fast, that most executives are not only trying to catch up with the changes, but...
View ArticleEmpowering Human Movements: 7 Observations about the State of Social Business
This week, I’ve had the privilege to participate in the Sales 2.0 and Enterprise 2.0 conferences in Boston, MA. It’s been good to see old friends, meet new ones, and/or insert a handshake or hug into...
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In an era of crisis & revolution, is your company the next target?
We are living in interesting times indeed. Geo-political revolutions, financial crises, economic uncertainty. Try as we might to ignore them, the fact is that the very fabric of capitalism is being...
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Customer Relationship Innovation for the Emergent Social Business
Speaking at an event hosted by SugarCRM and IBM Social Business this week, I informally polled the audience. “How many of you are NOT on facebook?” No hands were raised. “How many of you have a...
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Trust: It matters (more than you think)
“Organizations are no longer built on force, but on trust” – Peter Drucker “Technique and technology are important, but adding trust is the issue of the decade” – Tom Peters “Mistrust doubles the cost...
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How Social Technologies Contribute to a Better Customer Experience
This post is on behalf of the CIO Collaboration Network and Avaya During each interaction with a brand, organization, or institution, the person on the other end of the interaction has a perception of...
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Leveraging Social Business & Gamification to achieve Organizational Flow
Between Arousal and Control lies Flow. We could probably stop there (but don’t – read on). Think on that for just a minute. Lots of Mindsparks emerge quickly for me. Between arousal and control lies...
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Creating Measurable Business Value through Social Collaboration
This post is on behalf of the CIO Collaboration Network and Avaya Well, it’s only taken us 3,000 years, but we’re finally getting back together. You may be familiar with this story from Genesis. But...
View ArticleSocial CRM is dead.
In early 2010, Bob Thompson, CEO of Customer Think asked the question “Can you do “Social CRM” without Social Media/Networks?” I declared then (and prior) that Social CRM would soon go away and just...
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