by Dr. Natalie | Jun 2, 2011 | Customer Service, Dr. Natalie's Blog, ROI of Social Media, Social CRM, Social PR, Marketing and Advertising
One of my favorite topics is talking about how social media is really changing business. Having looked at this topic for a number of years now I still surprised that more people aren’t familiar with building the business case for social media. Regardless of what...
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...
by Dr. Natalie | Nov 10, 2009 | Customer Service, Featured, Leadership, ROI of Social Media, Social CRM
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...