Functional Departments are like Social Networks, Projects are like Communities Events such the Haiti Earthquake or the Chilean miners rescue have the power to bring people from around the world together to collaborate on a common goal. That happens quickly and without central coordination when all undertand unequivocally what the priorities are. “People from allContinue reading “Corporate Social Networks and Communities”
Category Archives: Uncategorized
Formigas Argentinas
Semana passada, minha casa (na California) foi invadida por Formigas Argentinas. Isso acontece todo ano no final do verão. Então eu sei o que fazer. Tenho que colocar a única marca de veneno que funciona com as ditas cujas e daí ter paciência e viver dois dias com as formigas até o veneno fazer efeito. NãoContinue reading “Formigas Argentinas”
The Power of Collaboration
Late last week, my house was invaded by Argentine ants. That happens every year after a bout of high temperatures in late summer, so I know what to do. I set ant baits (Home Depot sells the only brand effective with this variety) and have to be patient and live with the invaders for aContinue reading “The Power of Collaboration”
Coffee Bean Corporate Video
Ok, I admit, there is nothing artistic about this video. But since I produced, directed, wrote, starred, edited from beginning to end and this is the first time I play with video editing software…
Social Business: To measure or not to measure?
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?”
Great Product earns Loyalty, Great Service earns Customer Advocacy
[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”
Social CRM Use Cases for SMB [Expanded]
[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]”
Augmented Customer Relationship
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”
Customers Want to Spread the Good News
Is Customer Service the new Public Relations? [tweetmeme source=”Marcio_saito” only_single=false] At the recent CRM Evolution conference, several of the speakers developed the concept that “Customer Service is the new Public Relations” (several others have written about it as well). Broadcasting your messages before and then listening only after the sale is no longer an appropriate segmentation.Continue reading “Customers Want to Spread the Good News”
The Twitterfeed is Dead
Twitter is transport more than interaction tool [tweetmeme source=”Marcio_saito” only_single=false] When Wired Magazine recently declared on its cover “The web is dead“, it really meant that the Internet is becoming primarily a transport infrastructure and that applications (be it an iPhone app or a web 2.0 widget) running on the client will use it toContinue reading “The Twitterfeed is Dead”
Marcio Saito 