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Social CRM

Setting the tone for 2015: CRM begat Social CRM which begat customer engagement

Setting the tone for 2015: CRM begat Social CRM which begat customer engagement

By Paul Greenberg on January 8, 2015

What is the state of customer engagement? What kind of framework needs to be created to help businesses achieve that engagement? It starts here with the 2015 agenda for customer engagement.

Posted in Business, Featured Posts, Technology / Software, Trends & Concepts | Tagged CRM, customer engagement, Social CRM, Tech Industry

Disrupting Today's Workplace - Part Two

Disrupting Today’s Workplace – Part Two

By Michael Fauscette on July 7, 2014

 

Posted in Featured Posts, Trends & Concepts | Tagged Blog, Business Models, disruptwork, Enterprise 2.0, future of work, mobile, networked business, social business, Social CRM, Social Enterprise, social web, technology, Web 2.0, Web 3.0, Web/Tech | 2 Responses

Social Business Maturity Model, The Next Generation

Social Business Maturity Model, The Next Generation

By Michael Fauscette on May 29, 2014

Way back in 2011 we published a maturity model for the adoption of social technologies and the resulting cultural and process changes that those technologies could enable. Quite a lot has happened since then of course but happily some of the fundamental business impacts from the use of social technologies hasn’t. We do understand them […]

Posted in Featured Posts, Trends & Concepts | Tagged Business Models, custoemr, CX, employee, engagement, Enterprise 2.0, EX, experience, future of work, idc, maturity, model, networked business, partners, socbiz, Social, social business, Social CRM, Social Enterprise, social web, technology, Web/Tech | 1 Response

News Analysis: Verint Announces Intent To Acquire Kana For $514M

News Analysis: Verint Announces Intent To Acquire Kana For $514M

By R "Ray" Wang on January 7, 2014

Verint Adds to Vovici and Contact Center Assets To Expand Customer Engagement Offerings On January 6th, Melville, NY based Verint® Systems announced a $514M intent to acquire Sunnyvale, CA, KANA Software.  Verint is a software vendor with a core in analytical software.  Verint’s core offerings provide enterprise intelligence and security intelligence.  The acquisition is significant […]

Posted in Business | Tagged $KANA, acquisition, acquisitions, Admiral, American Greetings, analytics, Apps Strategy, Avon, Bank Leumi, Barclays, Big Data, BigData, Broward County, business intelligence, Capital One, Carglass, Chase, Chesire West and Chester, Chief Customer Officer, Chief Digital Officer, Chief Marketing Officer, Chief Service Officer, CIO, Citigroup, City of Boston, City of San Antonio, City of South Perth, City of Staffordshire, City of Toronto, Cloud, Comcast, Conrad, Constellation Research, Contact Center, Cox, CRM, CustExp, customer engagement, Customer Experience, customer experience management, customer relationship management, customer service, CXP, Data to Decisions, Data2Decisions, Digital Business, Digital Disruption, Domestic and General HSBC, EFM, enterprise, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, Enterprise Feedback Management, enterprise software, enterprise strategy, Foot Locker, Hanes Brands, Hyatt, ikea, ING, JCPenney, Kana Software, Macy's, Martha Stewart, mergers, Mergers And Acquisitions, News Analysis, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, NextGen, NextGenCXP, o2, Priceline.com, Quest, R "Ray" Wang;, Redcats, rwang0, Sears, social business, Social CRM, Software Insider, SoftwareInsider, Standard Bank, Starwood, Talk Talk Group, Telekom Austria, Telus, Time Warner Cable, Tracfone, UK HM Revenue and Customs, USPS, vendor strategy, Verint, VHI, Virgin Mobile, VOC, vodafone, Voice of the Customer, Vovici, walmart

Meeting Customer Expectations (Video)

Meeting Customer Expectations (Video)

By Michael Fauscette on December 20, 2013

Here’s another installment from my video recording session with the eCornell team, this time looking at customer experience and meeting customer expectations. I’ve written and talked about this for some time, so none of it should be particularly new. In…

Posted in Business | Tagged CRM, CX, eCornell, mobile, networked business, SaaS, socbiz, social business, Social CRM, Social Enterprise, social web, technology

Presentation: Getting Maximum Value from Your Customer Community Investment

Presentation: Getting Maximum Value from Your Customer Community Investment

By Michael Fauscette on August 23, 2013

The following slides are from a presentation I did on 8/20/13 at CRM Evolution conference in NYC.

Posted in Business, Technology / Software | Tagged Community, CRM, networked business, social business, Social CRM, Social Enterprise, social web, technology

Social Business is a Snap

Social Business is a Snap

By Esteban Kolsky on March 6, 2013

Yep, you read that right. A snap. Simple. Uncomplicated. Two bits and change. a Drachma of work (well, probably the wrong analogy). And you don’t even need to buy, invest, change, or even do something different.  You got all it takes, most of what it needs (you may need some software – but i am […]

Posted in Featured Posts, Trends & Concepts | Tagged Change Management, CompuServe, Facebook, Performance indicator, social business, Social CRM, Social Media, Social network

2012: The Year in Enterprise Software

2012: The Year in Enterprise Software

By Michael Fauscette on January 4, 2013

As we move into 2013 it’s time to take a look back and see what major events shaped and changed enterprise software in 2012. It was an active year, particularly from the standpoint of continued consolidation in the enterprise software…

Posted in Business, Featured Posts, Technology / Software | Tagged acquisition, Business Models, CIO, CX, enterprise, Enterprise 2.0, ESN, innovation, IT, microsoft, mobile, networked business, oracle, SaaS, salesforce.com, sap, socbiz, Social, social business, Social CRM, Social Enterprise, social web, technology, Technology / Software, Web/Tech | 1 Response

The leading indicators of social business maturity in 2012

The leading indicators of social business maturity in 2012

By Dion Hinchcliffe on December 1, 2012

So, it’s about seven years after social media first began to be used for business purposes. It’s been a long journey for some and shorter, more intense journey for others. What have we learned so far? What is the state of the industry…

Posted in Featured Posts, Trends & Concepts | Tagged Enterprise 2.0, Harvard Business Review, ibm, Social CRM, Social Media | 3 Responses

SAP Goes Social

SAP Goes Social

By Michael Fauscette on October 31, 2012

It’s turning into a big news week for enterprise social network (ESN) software, first Yammer’s 1st user conference, YamJam12, and then a very interesting announcement from SAP. SAP has, in the past at least, not really exhibited a great deal…

Posted in Business, Technology / Software | Tagged ESN, Jam, mobile, networked business, networks, oracle, SaaS, salesforce.com, sap, SCRM, socbiz, social business, Social CRM, Social Enterprise, social SW, social web, technology, Web/Tech

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