Category Archives: Uncategorized

Commentary on “Why Process barfs on Social”

The formalization of “process” imply that there is a beginning, the end and most important – a purpose of repetitively doing something to achieve a specific result. The language of Social is extremely ambiguous, the current practitioners are still trying to figure out what exactly to expect, how realistic the expectations are and whether the good experience could be consistently replicated.

“We are what we repeatedly do. Excellence, therefore, is not an act, but a habit.” — Aristotle

Just because some people are innately more social and enjoy “socializing” on-line, it doesn’t mean that there is in ROI in it by default. Continue reading

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Musing on Wittgenstein’s ruler

Customer Satisfaction is usually considered to fall into a domain of Market Research, to me however it is one of the most critical traits of CRM universe. After all Customer Relationship Management systems suppose to help you to know how your customers feel about your company, your service and your product at any given time. Therefore it is critically important to enable and optimize two ways communication channels for capturing and analyzing the resulting information flow. Continue reading

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Recent Site Problems…

Yesterday it was brought to our attention that our Review Display Module was acting rather strange. Users were experiencing issues with the wrong product’s reviews displaying while using the V2P Accelerator; some complained that no reviews were showing up at … Continue reading

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Great conversation about “Social CRM – Lipstick on CRM or Transformational Business Model?”

The more fundamental change may come from reevaluating the reasons for engaging the customer – companies always wanted to market to and to sell to, both represent a push engagement model, more effectively and to service (push/pull engagement) more efficiently. These are already being explored by a number of vendors and companies, with a various degrees of success. Continue reading

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Commentary on “A future vision of CRM”

I’ve heard the argument that traditional CRM “is dead,” but this is far from the truth. In fact, as Brian notes, Social CRM does not replace transactional CRM systems, rather it augments them. What CRM is in desperate need of is new data sources and tools that help integrate and analyze this data. The future vision of CRM also requires that companies get involved in new channels and cede a certain amount of control to the customer – it’s less about management and more about engagement. Continue reading

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