Monthly Archives: September 2010

You have heard it before: “You cannot improve what you cannot measure”. For the past few decades, we have strived to model and analyze all the aspects of business so that we can continuously create more efficiency and improve its performance. Metrics are important, but not if they are the wrong ones As we lookContinue reading “Social Business: To measure or not to measure?”

[tweetmeme source=”Marcio_saito” only_single=false] I have for some time been thinking and writing that the goal of companies must shift from Customer Loyalty (happy customers reliably come back for more)  to Customer Advocacy (happy customers tell their peers about how good your company is). Loyalty and Advocacy sometimes come together, but they are not the same. WeContinue reading “Great Product earns Loyalty, Great Service earns Customer Advocacy”

[tweetmeme source=”Marcio_saito” only_single=false] As a leader in a small or mid-sized company, you are focused on running and growing the business. Any action and investment in process or tools needs to have a direct impact on the bottom line. At the same time, you have heard about how business is changing (1) as a resultContinue reading “Social CRM Use Cases for SMB [Expanded]”

Are tools supposed to guide or assist?[tweetmeme source=”Marcio_saito” only_single=false] You most likely have used a GPS device to guide you from point A to point B. You also know that your GPS system has a Point-of-Interest (POI) feature that allows you to locate gas stations along the way and insert them as waypoints in yourContinue reading “Augmented Customer Relationship”