Social CRM

Interview with O’Reilly Author, Sean Power, Complete Web Monitoring

November 17, 2009 By Dr. Natalie Leave a Comment

Sean Power, Author of Complete Web Monitoring

At web 2.o Sean was kind enough to spend a few minutes with me on the necessity of measuring your social media initiatives.

Click here to learn more about metrics and measurement by Sean: Sean Power on Measuring Web 2.0 and Social Media

You can learn much more in his book, Complete Web Monitoring, written by co-author Allister Croll. http://oreilly.com/catalog/9780596155148/

Complete Web Monitoring By Sean Power and Allister Croll

Follow Sean on twitter: www.twitter.com/seanpower

Follow Alistar on twitter: www. twitter.com/Acroll

Learn. Grow. Share.

You can find me on twitter at www.twitter.com/drnatalie

Filed Under: ROI of Social Media, Social CRM Tagged With: Author, communilytics, Complete Web Monitoring, Measurement, metrics, OReilly, Sean Power, social media, web analytics

An Interview with Tony Nemelka On The Future of Business as They Deploy Social Media and Enterprise 2.0 Technologies

November 16, 2009 By Dr. Natalie 8 Comments

In this interview, I spoke to Tony about his thoughts on where we are and the future of Social CRM.

Tony Nemelka, Social CRM Expert

Tony started his career at IBM in mainframe sales, then went to watch the PC, client server revolution.

And today he is seeing a new kind of revolution:

First is the transformation of business to a more social business where customers and employees are thought of as “partners.” This change in strategy and its accompanying technologies results in changes in business processes introduced by the internet.
And second is revolution is around the “cloud” or others might refer to it as SaaS.

He sees companies looking to deploy things that are going to offer them competitive advantages. And the questions they will be asking themselves are:

“Where is the innovation going to come from?”
“Where is it going to be built? On premise or in the “cloud?” and
“What tools/ applications will can we use?”

He talked about his experience with the VC (venture capital) world. He does not seem them focusing on funding on-premise technologies or applications. Which sounds like the innovations will be centered around the “cloud.”

Click here to hear how Tony sees the future shaping up:

You can follow Tony on Twitter at: http://twitter.com/tnemelka

p.s. Tony’s lanyard was via http://www.zebra.com/

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To participate in more conversations on Social CRM, follow me on twitter: drnatalie and use the Twitter hash tags: #SCRM #CustomerService #VSCRM #SocialMedia

Learn. Grow. Share.

Filed Under: Customer Experience, Customer Service, Leadership, Social CRM Tagged With: Business, customer social interactions, ROI of social media, social cloud, Social CRM, social customer service, social media, Tony Nemelka

Exclusive Interview With Brent Leary on Social CRM and the Influence of Smart Phones

November 12, 2009 By Dr. Natalie 5 Comments

Brent Leary CRM and Social CRM Expert

While I as attending Oracle OpenWorld, I had a chance to talk with Brent Leary.

In this interview, Brent shares his thoughts on social CRM, where companies are and where they need to go:

How social CRM is lending itself to mobile devices
How smart phones have transformed into a business phones/ nearly mini computers
How the rise of smart phones is forwarding social CRM
The devices he uses, including a Flip Video camera, iPhone, Blackberry, Olympus OS10, a netbook…
The hashtag communities on twitter and how they forward in-person meetings: establishing and connecting with people you might never have gotten to know…

Click below to listen to Brent’s insights: (the video is 6 minutes long, so it may take a minute to load):

How Smart Phones Are Driving Social Media Adoption

You can follow Brent on twitter- he is at: www.twitter.com/brentleary

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To participate in more conversations on Social CRM, follow me on twitter: drnatalie and use the Twitter hash tags: #SCRM #CustomerService #VSCRM #SocialMedia

Learn. Grow. Share.

Filed Under: Featured, Leadership, ROI of Social Media, Social CRM Tagged With: blackberry, brent leary, customer social interactions, flip video camera, iphones, ROI of social media, Social CRM, Social CRM Analytics, social media

Exclusive Interview with Esteban Kolsky on Social CRM Analytics

November 10, 2009 By Dr. Natalie Leave a Comment

In this interview with Esteban, we look the necessity of analytics on social CRM. Pretty much you get what you measure.

Esteban Kolsky, Social CRM Expert

Esteban told me that his opinion on whether companies will truly become “social” depends upon their ability to collect, analyze and implement social feedback- from both employees and customers.

Most of the feedback in the social cloud is unstructured. So then the question becomes how does a company make sense of this unstructured data cloud?

Esteban gives his thoughts on:

Enterprise feedback management – the old way and the new way- via social CRM
The need for real-time responses to customer social interactions
The differences between monitoring customer feedback interactions and creating actionable insight: sentiment, cost, the affect and the next steps of the company based based on the feedback and comments in the cloud
The voice of the customer, customer experience and executive oversight of integrating these into business
The business value of adding social customer interaction feedback to your company.

Click to hear Esteban’s thoughts on measuring the value of Social CRM: (the video is ~6 minutes long- so it takes a minute to load… but be patient… its worth the wait…)

Esteban Kolsky on Measuring the Value of Social CRM

You can follow Esteban on twitter: he is at http://www.twitter.com/ekolsky

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To participate in more conversations on Social CRM, follow me on twitter: drnatalie and use the Twitter hash tags: #SCRM #CustomerService #VSCRM #SocialMedia

Learn. Grow. Share.

Filed Under: Customer Service, Featured, ROI of Social Media, Social CRM Tagged With: CRM, customer social interactions, esteban kolsky, SCRM, social cloud, Social CRM, social customer service, social marketing, social media, social media analyst, social networking

How Los Angeles Radio Station, KCRW is Using Social Media to Interact and Serve Listeners

November 10, 2009 By Dr. Natalie 2 Comments

Anil Dewan, Director of New Media, KCRW

While at the 140tc Conference in Los Angeles, I had the honor to interview KCRW’s Anil Dewan, Director of New Media and learn how they are using social media to attract fans, interact with them and serve them better!

You can follow him on Twitter at @AnilDewan and you can follow KCRW on Twitter @KCRW.

Here’s the interview with Anil…