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Tag Archives: customer

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

June 4, 2010 – 5:36 am

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 [...]

By brian | Posted in Industry Blogs | Also tagged Business - Marketing, crm, paul+greenberg, relationships, scrm, service, social media, srm | Comments Off

Social CRM is Just the Beginning: Looking Beyond Customers

June 2, 2010 – 5:27 am

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 [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, crm, relationships, scrm, service, social, social media, srm | Comments Off

Social Media in Small Business is Anything But Small

May 24, 2010 – 5:08 am

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 [...]

By brian | Posted in Industry Blogs | Also tagged Business - Marketing, service, small business, smb, social media | Comments Off

Engage: A Video Introduction

May 2, 2010 – 5:30 am

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 [...]

By brian | Posted in Industry Blogs | Also tagged book, branding, Business - Marketing, Education, engage, newmedia, PR 2.0 - New Communications, scrm, service, social media | Comments Off

Engage is Now Available at a Bookstore Near You

March 18, 2010 – 9:05 am

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 [...]

By brian | Posted in Industry Blogs | Also tagged book, branding, Business - Marketing, Education, engage, newmedia, PR 2.0 - New Communications, scrm, service, social media | Comments Off

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

January 8, 2010 – 6:08 am

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 [...]

By brian | Posted in Industry Blogs | Also tagged b2b, b2c, branding, business, Business - Marketing, consumer, crm, sales, scrm, social media, srm, women | Comments Off

In Social Media, Collaboration is King

October 9, 2009 – 5:34 am

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 [...]

By brian | Posted in Industry Blogs | Also tagged becky carroll, business, Business - Marketing, collaboration, service, social media | Comments Off

Are You Talking to Me?

August 3, 2009 – 4:21 am

I’ve been spending a fair amount of time touring the world in support of my ideas and thoughts on the direction of new PR, branding, service, and marketing communications. My reward and inspiration to continue is sourced from each person I meet and the experiences and challenges they share. I’ve learned that our greatest hindrance [...]

By brian | Posted in Industry Blogs | Also tagged branding, Business - Marketing, customer+service, PR, PR 2.0 - New Communications, pressrelease, public+relations, social media | Comments Off