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Tag Archives: crm

5 Trends That Will Change CRM

January 30, 2012 – 9:51 am

I was recently asked to join a group of experts to contribute thoughts on trends driving the evolution of CRM over the next five years. I must say, that it’s a group of individuals whom I not only respect, but also am lucky enough to know in the real world. - Ray Wang, Principal Analyst [...]

By Brian Solis | Posted in Industry Blogs | Also tagged business, Business - Marketing, denis pombriant, Disruptive Technology, esteban kolsky, gamification, I.F., influence, influence factor, lauren carlson, paul greenberg, ray wang, social media, softwareadvice | Comments Off

Social CRM Needs Clarity

December 30, 2011 – 4:13 pm

As the headline implies, even though Social CRM exists as an official category, what it is and what it is not is blurry and hotly debated. No, it doesn’t need a new definition. And, no, it doesn’t need new leadership. sCRM, and now “social enterprise” as categories could however, benefit from clarity around what it [...]

By Brian Solis | Posted in Industry Blogs | Also tagged advice, Authority, Business - Marketing, denis pombriant, enterprise, mitch+denny, paul greenberg, relationships, scrm, social, social crm, social media, software, software advice, vendor | Comments Off

Are You Building a Social Brand or a Social Business?

October 26, 2011 – 9:54 am

Part 8 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel. Social media says so much and so very little at the same time. First, social media implies that media is just that, social. But when you study many of the best practices or test [...]

By Brian Solis | Posted in Industry Blogs | Also tagged book, Books, Business - Marketing, end of business, end of business as usual, ibm, social, social crm, social media, srm | Comments Off

I think we need some time apart, it’s not me, it’s you

October 12, 2011 – 7:09 am

Part 5 in a series introducing my new book, The End of Business as Usual…this is not content from the book, this series serves as its prequel. What do people want? If you don’t know, why not ask them? Seems like a common sense question to ask. However, when it comes to customer engagement and [...]

By Brian Solis | Posted in Industry Blogs | Also tagged business, Business - Marketing, customer, k.i.s.s., scrm, social media, srm | Comments Off

The Rise of the Connected Customer and the New Era of Relevance

August 9, 2011 – 6:09 am

It’s not a widely kept secret, but customers do indeed keep companies in business. While businesses have long invested in improving customer relationships, the time has come to think beyond efficiencies and automation and examine new opportunities to rethink customer experiences overall. Why? Customers are more connected than ever before. The role they play has [...]

By brian | Posted in Industry Blogs | Also tagged becky+carroll, Books, brian+solis, business, Business - Marketing, customer, customer+service, customers, hidden power of your customers, scrm, service, social media | Comments Off

This is a Time for Leaders to Lead not React

June 7, 2011 – 10:19 am

If you’re reacting, someone else defines what you’re going to do, rather than defining what people need to do. Your businesses faces great change. This statement is true about customers, competitors, and everyone else affecting market behavior. The question is, what are you going to do about it? Customer engagement, and specifically customer engagement in [...]

By brian | Posted in Industry Blogs | Also tagged adaptive business, business, Business - Marketing, Change, dr. natalie, roi, scrm, social business, social media | Comments Off

Social CRM – Getting Down to Reality

March 23, 2011 – 5:24 am

Guest post by Paul Greenberg, author of CRM at the Speed of Light. Follow him on Twitter, please read his blog. First things first. Thank you, Brian. I am truly thrilled that I’m getting the honor of addressing your friends and I’m more thrilled even to be able to call you a friend. You know, [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, New Media University, paul greenberg, scrm, social crm, social media, srm | Comments Off

Best of 2010: The Future of Business is Social

December 29, 2010 – 11:59 am

Social media and marketing have become synonymous over the years. At the same time, social media is placing the customer back in customer service. Each movement represents important and overdue (r)evolutions within business, but this is just the beginning. With every step toward progress we make in social media, we uncover what’s necessary to make [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, change management, organizational transformation, paul greenberg, scrm, social business, social media, srm | Comments Off

Social Business Takes a Human Touch, No Really

November 15, 2010 – 6:33 am

The socialization of media is the undercurrent for the Industrial Revolution of our time. Yet, here we are today, forcing social media into the aging paradigms that the social revolution set out to upset in the first place. Businesses still weigh the ROI of participation. Teams debate over who owns the company’s social presences. The [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, Change, mangement, organizational, scrm, social, social media, transformation | Comments Off

The Beginning of the End of Business As Usual

October 15, 2010 – 10:38 am

Listening is only the beginning. Engagement is the beginning of the end of business as usual. Once we hear, truly hear our customers and the people who influence our decisions, effective engagement is inspired by the empathy that develops simply by being human. We start to see things through the eyes of our consumers. We [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, Change, Culture, PR 2.0 - New Communications, scrm, social, social media, srm, workflow | Comments Off