|
A Recommended Path to Becoming a Social Enterprise |
 |
The sky rocketing rise of social media has created a digital divide whereby most prospects, customers, recruits and employees are social, but most businesses are not. If businesses wish to be included in the social conversations with constituents, they must become social enterprises. Here we identify the business problem, the business solution and specifically how to become a social enterprise. |
 |
|
Social CRM—A Recommended Path to Social CRM ROI |
 |
Gartner reported that by the end of this year only 50% of Fortune 1000 companies will realize a worthwhile ROI from their social CRM investments. It's beginning to sound reminiscent of the troubled heritage and failed CRM implementation history we learned from not all that long ago. Fortunately, there are clear paths to social success. Here we identify one key route to achieving social CRM ROI. |
|
|
Gamification—The Use Cases, Benefits and Risks |
 |
HCM studies show that engaged staff are approximately 25 to 30 percent more productive, but on average, less than one-third of your staff are actually engaged. Gamification promises improved productivity from improved engagement. You don’t need to be a CFO to forecast what a 5 or 10 percent increase in productivity could yield the business. But does the utility really match the hype? |
|
|
CRM Gamification—A Recommended Approach |
 |
Forward thinking business leaders are looking to gamification to aid business objectives such as growing top line revenues, improving staff productivity and decreasing costs for bottom line impact. For those business leaders ready to make the leap from theory to deployment, we share key design and deployment advice including business objectives, use cases and solutions to common obstacles. |
|
|
What Customers Really Want from Social Media Vendor Relationships |
 |
While 64% of businesses think customers interact with them on social media to "feel connected," only 33% of customers say they do. And in an almost achingly sweet misperception, 61% of businesses think customers interact with them via social media to "be part of a community," whereas only 22% of customers actually do. Here we let the research show what social customers really want. |
|
|
Can You Outsource Social Media? |
 |
Business leaders understand the benefits of social media, however, often lack the experience and resources to develop a strategic plan that can be measured and continually refined. Outsourcing social media is one way to gain valuable expertise and ensure your plan becomes a reality. Here we explore social media outsourcing models, methods and evolution. |
|
|
Should Your Company Become a Social Business? |
 |
Business leaders are hearing more about the social enterprise and like the implied impression, but don't have the information to turn this nebulous concept into a solid business strategy. Here we examine what it means to be a social business and describe the process to build a business case with the benefits, risks, paybacks and steps to get there. |
|
|
Building the Business Case for Social Business |
 |
Here we share a six step approach and assessment to evaluate and forecast the business impact derived from becoming a social business. This approach provides the thinking and critical steps to build the business case so you can determine whether a social business model makes business sense for your company. |
|
|
Gamified CRM — As Compelling As Smashing Birds Into Pigs |
 |
CRM gamification is coming to the forefront and promising user productivity and other bottom-line benefits. Gartner forecasts that by 2015, "more than 50 percent of organizations that manage innovation processes will gamify those processes... and more than 70 percent of Global 2000 organizations will have at least one gamified application." |
|
|
Leveraging the Advocates in Your Social Networks |
 |
Social media advocates can influence your brand among communities of adoring followers and if strategically leveraged, these talkative enthusiasts can bolster your marketing efforts, produce volumes of referrals and generate qualified sales leads. Marianne shares what motivates these social promoters and how to identify and cultivate these influencers. |
|
|
5 Reasons Why You Need a Company-Managed Social CRM Platform |
 |
Facebook, Twitter and other social networks provide great channels to engage customers. However, lack of flexibility, cross channel support and unannounced social network changes or updates can stop that customer engagement in its tracks. Here's an approach to use a company-managed social CRM platform to compliment public social networks – and achieve strategic customer benefits. |
|
|
Aligning Social CRM with Customer Experience Management (CEM) |
 |
The integration between social CRM (SCRM) and customer experience management (CEM) is a natural business strategy evolution which further depicts the changing business and customer relationship, advances customer centric strategies and results in increased customer satisfaction, advocacy, referrals and customer share. |
|
|
Integrating Social Media Into The Call Center |
 |
Contact centers must embrace social media in order to satisfy customers. However, just creating a Facebook page or opening a Twitter account will do nothing to win mindshare with new social customers. In fact, it can make you look really lame if you don’t attack social media with the same degree of thoroughness, strategy and investment as other business tools. |
|
|
Integrating Social Media and CRM For Bottom Line Results |
 |
Initially viewed by some as the bane of corporate infrastructure and a drain on employee productivity, social networking sites now are increasingly being tapped as a way to directly funnel consumer engagement into businesses' CRM strategies. Tying this invaluable data into a CRM solutions creates sales leads, product ideas and amplified company brand. |
|
|
Gamification—A New Medium to Engage, Reward & Retain Customers |
 |
Gamification—a process of using game thinking and game mechanics to solve problems and engage users—is nascent, but as analyst Denis Pombriant hypothesizes, will ultimately infuse CRM software as a tool to engage, reward and retain customers. In this article, Denis explores some of the big ideas that may seed the next methods of customer interaction and loyalty. |
|
|
CRM Bus Tour |
 |
Trying to breathe new life into a mature CRM industry can be a big challenge. But European CRM services provider DRI set out to do something new and different, and breathe new life and energy into a social CRM educational tour that needed to be shared in a social way. The result was a never before done CRM Bus Tour. |
|
|
Implementing Social CRM in The Contact Center |
 |
Despite the absence of proven frameworks and best practices, social media has evolved to the point that if you have not incorporated a Web 2.0 strategy and tools into your contact center operations, you have started down the slippery slope of not only losing touch with your customers but losing control of your company’s brand and reputation. |
|
|
When Implementing Social CRM, Walk Before You Run |
 |
The social CRM revolution is going to come only after the basics of merging customer strategy, processes and software technology have been effectively implemented. To achieve lasting success, social CRM should be built on an effective CRM foundation in order to achieve organization-wide and sustained impact. Ad hoc or piecemeal social media solutions generally fail to deliver ROI. |
|
|
Is Social CRM a Fad? |
 |
Social CRM is complex to understand, challenging to implement and difficult to measure–causing some to question the real upside of this business opportunity. However, when forced to recognize a change in customer relationships, as a consequence of the change in the customers control of the conversation, leaders can lie behind difficulties, or seek competitive advantages over laggards. |
| |
|
Tag Cloud
