Tag Archives: customer

Almost Half of Small Businesses Find Customers in Social Networks

In social media, is there truth to the proverb, “seek and ye shall find?” As our experience in new media matures, learning what it is we wish to seek and also accomplish is at the forefront of rapid evolution. Converting questions into objectives is how we grow and succeed. While the opportunities within social media [...]

The Last Mile: The Socialization of Business

I’m working on developing ideas that originated when writing Engage. It didn’t make the deadline, but wanted to share them here with you for your review and also to seek your feedback… Everything begins with a shift in perspective from viewing stakeholders as a separate entity, “us vs. them,” to a singular view of “us [...]

In Social Media, Engagement Has Its Rewards

One of the most sought after answers in Social Media is whether or not engagement in social networks such as Twitter or Facebook directly correlates to customer acquisition, retention, and advocacy. Before we can earn customers however, we have to recognize that at any given time, there are also prospects. And, prospects require information and [...]

SCRM and SRM: Potay-to, Potah-to When Done Right

This is Part Two of Two in a series exploring the promise and potential of Social CRM and SRM. In Part One, we reviewed the importance of sCRM as well as introduced the concepts of Social Relationship Management (SRM) to look beyond customers in Social Media. Originally intended for inclusion in Engage!, Paul Greenberg contributed [...]

Social CRM is Just the Beginning: Looking Beyond Customers

In Engage!, I review the important catalysts and methodologies defining the new era of Social CRM or sCRM. In the discussion, I also introduce the idea of SRM (social relationship management), a concept that may at first blush, seemingly appear to introduce yet another acronym or perhaps challenge the promise of sCRM. However, its only [...]

Social Media in Small Business is Anything But Small

In celebration of National Small Business Week…
For entrepreneurs, business owners, investors, and consultants, one of the most exciting prospects of social media, lies in the ability to dramatically amplify your visibility and value proposition among existing and potential stakeholders. Social Media finally places small, local and emerging businesses in the spotlight in ways that up [...]

Engage: A Video Introduction

Engage helps businesses and brands build, cultivate, and measure success in the new web and it is now available online and hopefully in a book store near you.
Please consider reading the book and if you find it helpful, please also help me share it with those who are looking to learn about social media and [...]

Engage is Now Available at a Bookstore Near You

Following a special and unforgettable debut at SXSW Interactive, I’m excited and thankful to announce that Engage! is available at bookstores near you.
When you invest so much into something that you believe will change the way people think, you can’t wait to tell the world.
This book is written for you…
It helps champions, decision makers, and [...]

The Business of Social Media: B2B and B2C Engagement by the Numbers

I spend a great deal of time working within the B2B sector, among other things, and social media is a growing and or pervasive program within a comprehensive, integrated communications and service strategy. In almost every scenario I’ve encountered, executives, marcom and service executives, and brand managers have generally assumed that social and interactive [...]

In Social Media, Collaboration is King

Guest post by Becky Carroll: Read her blog | Follow her on TwitterSource: Shutterstock
In the past, it was somewhat difficult to have true customer conversations. We were able to solicit customer feedback, but we weren’t always good at responding. The fact is, we didn’t have a good way to easily get back to customers with [...]