by Dr. Natalie | Nov 17, 2009 | Customer Service, Social CRM
In many companies, Marketing and PR were the first to pay attention to customers in the cloud. Jennifer’s interview addresses some of the issues around the various functional departments within an organization and how measuring can help customer service. Click...
by Dr. Natalie | Nov 17, 2009 | ROI of Social Media, Social CRM
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...
by Dr. Natalie | Nov 16, 2009 | Customer Experience, Customer Service, Leadership, Social CRM
In this interview, I spoke to Tony about his thoughts on where we are and the future of Social CRM. 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...
by Dr. Natalie | Nov 12, 2009 | Featured, Leadership, ROI of Social Media, Social CRM
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...
by Dr. Natalie | Nov 10, 2009 | Customer Service, Featured, ROI of Social Media, Social CRM
In this interview with Esteban, we look the necessity of analytics on social CRM. Pretty much you get what you measure. Esteban told me that his opinion on whether companies will truly become “social” depends upon their ability to collect, analyze and...