Understanding Social Business articles On CRMSearch

CRMSearch.com published the first of a two-part series on understanding social business by yours truly. Check it out. Would love to hear your comments or have you rate the article.

Here’s an exerpt for Should You Become a Social Business, the first article.

If you are in business today you can't help but be inundated by the plethora of information about the social enterprise and Social CRM. Social pundits send the message deploying social is a "must have" for businesses.

The big question for business leaders, though, is whether social media will help them solve their business problems. And if so, then the question becomes one of how to combine traditional business methods with social media to do so.

[…] Should your company adopt the model? The short answer is…maybe.

Go on, read the article for more. Smile

P.S. The second article should be out tomorrow.

How Social Business Emulates the Human Approach

Today’s podcast with Dr. Natalie and I showcases how social business emulates the human approach.

Social business, and supporting SCRM strategies, allow us to once again emulate the human approach. It’s not about adding a human touch to your business. Instead, it’s about being human.

In the process, social business unleashes the creative processes of real people, incorporating normal right- and left-brained processes, rather than force-fitting us solely into a left-brained, transactional mold.

How Social Business Emulates the Human Approach

Why CRM is really Customer Transaction Management

Dr. Natalie and I discuss how CRM (customer relationship management) has been really more like CTM (customer transaction management).

And we delve into how social business is moving CRM to where it’s really meant to be – and why moving to true CRM is important to companies.

(If you want to watch/listen to the full discussion rather than an excerpt, you can download the file here. Select Episode 1 - The Proimse of Social CRM, part 1.)

Now, here is today's podcast...

Why CRM is really Customer Transaction Management

Focus Roundtable – Becoming a social business

If you missed The Business of Social Business live talk on Focus, catch it on replay. This was the first of several sessions where Dr. Natalie and I discussed the 7 steps to become a social business.

This week, we covered the first 3 steps: 

  1. Understand the impact on traditional functional roles.
  2. Understand the impact on the business at large - people, process, & technology.
  3. Listen & discover with social monitoring.

Next week, Dr. Natalie and I will continue the discussion, focusing on social objectives and strategy.

Both of these sessions are based on content from our The Business of Social Business ebook.

4 Ways Rackspace Email Inspires High Customer Satisfaction

Rackspace Email is the example of a customer-centric companies all others should aspire to. Here's why...

Catch the replay of yesterday's Focus roundtable on Customer Centricity in a Social CRM World, co-hosted with Dr. Natalie and including our guest Emily Yellin.

 

How California Tortilla Exemplifies Customer Centricity

In last week’s Focus Roundtable on The Promise of Social CRM, Dr. Natalie and I talked about how Social CRM is emulating the human approach. Kelly asked the question “What is the antithesis of a human approach? Example?”

In answer to Kelly’s question, I said look at most companies call centers. Putting the snark aside, though, there are companies that are getting Social CRM and doing it right.

California Tortilla is one company and I'm going to tell you why.

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Customer Centricity in a Social CRM World–Ebook now published!

The Simplifying Social Business ebook series just keeps rolling on. Customer Centricity in a Social CRM World, the 3rd book in the series, is now published on Kindle and Nook.

Social customer relationship management (Social CRM or SCRM) is one of the planks of the social business model and turns the focus to the customer, making them central to the business.

It goes beyond saying your customers are important, though. Companies with strong SCRM strategies build genuine and authentic relationships with customers by sharing two-way conversations with them.

A question begging an answer then is – What is “customer centricity” in a Social CRM world?

My answer goes against the conventional wisdom of some of today's thought leaders.

Crowd wisdom in social m

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