Category Archives: Social Media

How Social Media is bringing us back to the future In a recent series of Social CRM seminars, I asked several audiences to complete this sentence: The closing of a sales deal depends on…. Not once did they fail to answer on the first attempt and in unison: Relationships. We all have this deep intuition thatContinue reading “Social Business is as Old as Business”

CRM vs. Social CRM – The reason why we need “Social CRM” terminology This post captures my response to a question posted by Jeremiah Owyang in the Social CRM Pioneer Discussion Group. His question was: What is the upside and downside of SCRM branding? My answer follows. Social CRM is CRM (I think that hasContinue reading “Electric Cars are Cars”

Being Strategic means considering whether our current actions move us towards a desired scenario in the future. I have led corporate strategy for a large company and have always though strange that a 2000-people organization would dedicate 6 people to strategy. Does that mean the other 1994 are not? Unfortunately, it does. The CEO says: strategy isContinue reading “Being Stategic Every Day”

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”

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”

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”