Category Archives: Social CRM

On the “added” value of social networking data

About 10 days ago I had an interesting twitter conversation with @wimrampen and @grahamhill about the added value of collecting loads of data about your brand, your target demographic and your customers on social networks, such as twitter, facebook, friendfeed … Continue reading

Posted in CRM 2.0, Customer Data, Enterprise 2.0, Social CRM, Social Networking | Leave a comment

Linkdump: 2011, Say/Mean Gap and Open Value Networks

Paul Greenberg’s predictions for CRM in 2011 CRM in 2011, what’s up wit’ dat? Part I CRM in 2001, what’s up wit’ dat? Part II Do your customers mean what they say about your brand, or what they want from … Continue reading

Posted in CRM, Paul Greenberg, Social CRM, Value Proposition | Leave a comment

Slideshare: building a B2B social media business case

About two years ago I chaired a workshop on B2B social media, for Marketing Majors of the Rotterdam School of Management. The workshop was aimed exploring B2B opportunities for social media and social crm. The students I that attended the … Continue reading

Posted in B2B, CRM 2.0, Social CRM | Tagged , , | 2 Comments

On the application of Social CRM (2) – Videos

I used a Dutch based website (Yubby) to collect a number of interesting videos on the concept of Social CRM, the applications that can be used to implement Social CRM and some statements from users of Social CRM applications. Enjoy! … Continue reading

Posted in CRM 2.0, Enterprise 2.0, Social CRM | 1 Comment

Linkdump – time to put a stake in the ground on social crm

Great post by Paul Greenberg on what Social CRM is. An attempt to move forward from talking about the definition of social CRM to actually using Social CRM to engage customers in conversations. Next step: applying social crm and measuring … Continue reading

Posted in CEM, CRM 2.0, Enterprise 2.0, Linkdump, Social CRM, Uncategorized | Tagged , , , , | Leave a comment

On social CRM II

One of my former colleagues at Deloitte, Fabio Cipriani, the author of the blog cooperativo, shared a presentation on slideshare about Social CRM, how it extends CRM 1.0 and what the potential benifits are. Definitely worth taking a look at. … Continue reading

Posted in CRM 2.0, Social CRM, Web 2.0 | Leave a comment

On the first steps of Social CRM

Traditional CRM is about gathering data and knowing all about your customer. Gaining insight into your customer and his or her behavior traditionally allows a company to better respond to it’s customer needs, provide better quality service and generally leads … Continue reading

Posted in CRM 2.0, Social CRM, Social Networking, VRM | 1 Comment