<Circa 2000> "DVD Player, Check" "LeapPad, Check" "Discman, Check" "Laptop, Check" "Car Chargers, Check" "Ok, the kids are ready for the car ride!" <Circa 2012> "iPhone 4S, Check" "iPad 2, Check" "KindleFire, Check" "Macbook Air, Check" (Batteries last all day) "Ok, I am ready to go to work now" The Back Story For those of [...]
By on Jan 25th, 2012. 
Customers dream about personalized, contextual, proactive customer service experiences — where companies deliver an experience tailored to their persona, their past purchase history, and their past customer service history. They want each interaction …
By on Jan 21st, 2012.
Customers dream about personalized, contextual, proactive customer service experiences – where the experience delivered is tailored to their persona, their past purchase history, and their past customer service history. They want each interaction to ad…
By on Jan 21st, 2012.
In my first Mirror Images post, I referred to Social CRM as a "A complex overlay" on top of customer service, customer relationships and the supporting strategy, technology and processes. If we can accept this, that Social CRM is an overlay, then we should be able to agree that it does mirror Social business (or [...]
By on Jan 21st, 2012.
Communication and collaboration are fundamentals of success — here's how to avoid common problems that lead to failure.
By on Jan 20th, 2012.
For a some time, I have been watching, reading, discussing and doing my best to understand the very broad field of customer service, customer relationships and the supporting strategy, technology and processes which go along with each discipline. Along the way, Social CRM – a complex overlay on all of the above, has become everything [...]
By on Jan 17th, 2012.
Quick thoughts and a video on the latest from the Consumer Electronics Show 2012.
By on Jan 16th, 2012.
Image via CrunchBase
I don’t make it my job tracking trends in the CRM software market, Paul Greenberg already does this here http://www.zdnet.com/blog/crm/crm-watchlist-2012-the-winners-list/3966. After reading his post today, though, I decided to circle back to a quick and dirty analysis I did the other week after hearing that Google Insights actually had a strong correlation to related economic data (the economic data typically lags by a few months). Does the success and revenue of a CRM software company related closely to trends in search activity? I don’t work with all of the vendors, so I can’t answer that question. But, based on those I do work with, and the hype I see in the market relative to others, I can make some pretty good guesses. Let me know what you think after I’ve laid it all out.
By on Jan 10th, 2012.
Recently, friend Paul Greenberg penned a short post (ok, a not short, 2-part series very worth reading) where he talked about the end of one era transitioning to the beginning of a new one. The points are sound. But, I would like to explore a different viewpoint, or maybe just add my own perspective. I [...]
By on Jan 8th, 2012.
With 2011 still bright and full of hope for most of us, what are the key trends that customer service professionals need to pay attention to as you plan for success this year? Here are the top trends that I am tracking. My full report will be published…
By on Jan 6th, 2012.
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