Social Business Maturity Model, The Next Generation
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 […]
Net Neutrality, Are We Losing the Battle?
I was working on some more research on business model innovation the other day and as I thought about the role of the Internet in business model disruptions over the past 15+ years, I couldn’t keep my mind from wondering back to something that has troubled me for the past couple of weeks, the proposed […]
Meeting Customer Expectations (Video)
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…
Presentation: Getting Maximum Value from Your Customer Community Investment
The following slides are from a presentation I did on 8/20/13 at CRM Evolution conference in NYC.
Come Shake your Cosmic Thing in Atlanta this Fall
In my new role as social mercenary while I work on the startup, I’ve been doing some work for my good friend, Robin Carey, founder of Social Media Today (SMT). Robin is one of the key influentials who served as an early catalyst to introduce the social phenomenon to the business world. SMT is a […]
2012: The Year in Enterprise Software
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…
SAP Goes Social
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…
Twitter, Politics, and Sentiment Analysis
I had an interesting conversation with a journalist recently that made me think a bit more on the use of social data for decision support, the accuracy of socially generated big data and the ability to apply current technologies to turn that data into useful information. The topic was the potential to use socialytics in […]
Customer Service, the New Marketing in the Era of the Social Customer
Okay, I’m not the first person to write about this idea, but it has been on my mind lately, so I wanted to share my perspective on what I think is a very important change that is starting to occur for businesses and customers. The social customer is a term that is used quite a […]
