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Tag Archives: scrm

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, crm, denis pombriant, enterprise, mitch+denny, paul greenberg, relationships, social, social crm, social media, software, software advice, vendor | 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, crm, customer, k.i.s.s., social media, srm | Comments Off

We are the 5th P: People

October 10, 2011 – 7:07 am

Part 4 in a series introducing my new book, The End of Business as Usual… It seems that adding the word “social” to any category escalates its importance. From the Social Customer to Social Commerce and from Social Business to Social CRM, the common thread that weaves everything together is people. It is people after [...]

By Brian Solis | Posted in Industry Blogs | Also tagged 4 p's, 5 p's, business, Business - Marketing, customer, engagement, relationship, social consumer, social customer, social media | 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, crm, customer, customer+service, customers, hidden power of your customers, 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, crm, dr. natalie, roi, 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, crm, New Media University, paul greenberg, social crm, social media, srm | Comments Off

Social Media and the Need for New Business Models

March 4, 2011 – 9:55 am

Who owns social media? Is it marketing, customer service, public relations? Looking at a recent study conducted by the Pivot Conference, the top four departments where social media is currently run are as follows: 1. Marketing 2. Public Relations 3. Sales 4. Customer Service Perhaps, it’s the wrong question to ask however. It’s not unlike [...]

By brian | Posted in Industry Blogs | Also tagged adaptive, business, Business - Marketing, connected, customer, social media | Comments Off

In Social Media, Failing to Plan is Planning to Fail

January 6, 2011 – 7:19 am

I’ve received many inbound requests for comments based on a report from Gartner, an IT analyst firm, that estimates as many as 70-percent of social media campaigns will fail in 2011. There are a series of discussions hitting the blogosphere and the Twitterverse exploring this very topic, some elementary and others on the right path. [...]

By brian | Posted in Industry Blogs | Also tagged adaptive, adaptive business, advertising, business, Business - Marketing, campaign, fail, gartner, metrics, roi, social business, 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, crm, organizational transformation, paul greenberg, 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, crm, mangement, organizational, social, social media, transformation | Comments Off