customer engagement

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A CRM Public Service - A Small (Contemporary) Resource Library

A CRM Public Service - A Small Contemporary Resource LibraryThank you for the referencesPaul,Thank you for the references. They make for interesting reading, particularly as the CRM space goes through transition, amidst declining IT spends. When speaking with customers, I am increasingly seeing them express a desire to simplify the...

Tags: Advertising & Promotion, Customer relationship management (CRM), Customer Engagement, CRM, CRM Public Service, Resource Library

Discussion threads 2009-02-13

Additional Resources

The 'social enterprise' comes of age

Enterprise 2.0 blog....Have you ever read the blog "Original Thinking" by Dennis Stevenson over on ITToolbox.com? It has some interesting ideas about Enterprise 2.0 that may make for a good article or two.My view on the SAP approachI may be wrong, but I don't see any room for for...

Tags: Groupware, social enterprise, collaboration, Oracle Corp., SAP AG, enterprise social computing, IBM Corp.

Discussion threads 2009-11-24

Chatting (Not Chattering) About Salesforce - Part I

Sorry Paul, but you're wrong about knowledge basesGreetings Paul:Very good overall post!However, considering our core competency in knowledge bases, I have to take exception to your conclusions on KBs.Consumers certainly will and shouldturn to other consumers when looking for input on product and service selection because it is not motivated...

Tags: Strategy, knowledge, Salesforce.com Inc., knowledge base, Chattering, Paul

Discussion threads 2009-11-23

Chatting (Not Chattering) About Salesforce - Part I

(NOTE BEFORE I START: This is one really long post. So rather than post it in all its glory in a single file or post it here over two days, I'm trying something new. I'm posting the first half here. And the second half on PGreenblog.  Let's see how that...

Tags: Salesforce.com Inc., Customer Service, Twitter Inc., Sales Force, Customer, CRM, Integration, Force.com, Service Cloud 2, Sales Force Management, Sales Strategy, Sales, Paul Greenberg

Blog posts 2009-11-23

Jive hits SBS 4: SharePoint in Rear View Mirror

After last week's announcement of SharePoint 2010 by Microsoft, with a scheduled arrival date of second quarter 2010, Jive Software announced their 'Social Business Software 4' yesterday at their San Francisco 'Jiveworld' event. It was interesting to contrast the huge Vegas Microsoft unveiling...

Tags: Microsoft Windows Small Business Server, Mobile, Microsoft SharePoint, Microsoft Corp., Collaboration, Groupware, Content Management, Productivity, Enterprise Software, Software, Oliver Marks

Blog posts 2009-10-28

True SaaS in Capital Markets

IT services has been one of the greatest victims of the current economic downturn. Both customers and vendors are struggling to create new engagement models that deliver tangible returns to the customer and are ROI-centric. In today's "post-bubble" environment the average CIO has already seen cut backs in staff sizes...

Tags: Capital Market, Software-as-a-service, Information Technology, Software As A Service (SaaS), Roi/Tco, Managed Hosting, Strategy, Financial Services, Emerging Technologies, Finance, Managerial Accounting, Management

White papers 2009-10-14

A List: CRM(ish) Reading Worth it.

Sorry to have dropped off the radar for awhile. I was on the road.  First in Chicago having facilitated a customer event with Sword Ciboodle customers at the Union League Club - one that included a presentation by Brian Carey of Sears on what Sears is doing to improve the...

Tags: Sears Roebuck & Co., Social Media, Customer, CRM, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Software, Marketing, Paul Greenberg

Blog posts 2009-09-28

IBM Helping Lay Enhanced Collaboration Foundations for US Bank

Here's an interesting collaboration case history: US Bank, the 6th largest bank in the United States, are rationalizing around IBM's Lotus Notes 8.5, Quickr, and Sametime for their 58,000 employees. This week I spoke first with Bob Picciano, general manager of IBM Lotus...

Tags: Bank, IBM Lotus Notes, IBM Corp., Collaboration System, Groupware, Financial Services, Collaboration, E-mail Servers, Enterprise Software, Software, Oliver Marks

Blog posts 2009-09-18

How Kanye West influences enterprise social business strategy

Entertainment personality Kanye West's outburst over the weekend at the MTV Video Music Awards ceremony has implications for the enterprise business world. Jive Software, whose 'SBS' Social Business Software 'frees people to engage in open, natural business conversations and workflows that typically are...

Tags: Marketing, Collaboration, Analytics, Twitter Inc., Social Media, Entertainment, Business Strategy, MTV, Radian6, Jive Software, Financial Planning, Finance, Oliver Marks

Blog posts 2009-09-14

VMFS-3, How Do I Despise Thee

Sounds bad... How about Red Hat's new stuff?A nasty experience... Have a glass of fine cognac to recover. No ice (the horror!), no mixing barbaric, at the perfect temperature of 18 degrees Celsius. Cheers. :-)How about Red Hat's new virtualization stuff in RHEL 5.4? Is that a better alternative?http://blogs.zdnet.com/virtualization/?p=1234Salut, Pjotr.RE:...

Tags: Virtualization, OPEN SOURCE, Servers, UNIX, Operating systems, KVM, VMFS-3, vSphere, VMware Inc., RHEL 5.4, Red Hat Inc.

Discussion threads 2009-09-04

Voice of The Customer: Speech Meets Larynx at CRM Evolution 2009

Last week, I keynoted the CRM Evolution 2009 conference - probably the best conference I ever attended, though I was biased because I also chaired it - first time I ever chaired a conference - so I had the opportunity to be a participant in more than just the speech....

Tags: Voice, Conference, Presentation, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2009-08-31

Enterprise Irregulars Join Social CRM Fray

I'd say that the headline is a bit of an understatement or maybe even a misstatement by me.  Let me tell you why. If your life preference is to cower under bedcovers, then you might not have heard of the Enterprise Irregulars EI.   They are a group of iconoclastic, often...

Tags: Blog, Customer, CRM, Ross, Customer Insight, Advertising & Promotion, Customer Relationship Management (CRM), Sales Strategy, Enterprise Software, Marketing, Software, Sales, Paul Greenberg

Blog posts 2009-08-12

Pragmatic new models for enterprise architecture take shape

This is really greatVery articulate and overall wonderful!EA, Emergent Architecture and Optimized Engagement ModelsMr Hinchcliffe,Great post. Id like to point out that our research shows the best way to move to a more responsive, agile and deliberate architect organization is through an active engagement model which employs all 'types' of...

Tags: Business process automation, Operational planning, Strategy, Enterprise software, BPM, Electronic Arts Inc., EA Team, enterprise architecture

Discussion threads 2009-08-12

Inside Curve: Lane Bryant Scores Plus Plus

Who doesn't love style and fashion?  Well, I suppose I don't love fashion, judging from my incredibly poor clothing selection skills (I rely 100% on my wife, who has mad skills when it comes to picking out good looking clothes) but I am in love with style. I love to...

Tags: Apparel, Exclusion, Community, Brand, Women, Network, American Eagle, Bebe, Curve, Jay, Kate Moss, Gender And Diversity, Social Networking, Branding, Human Resources, Online Communications, Marketing, Advertising & Promotion, Paul Greenberg

Blog posts 2009-08-03

Does social media really correlate with the bottom line? Color me skeptical

Does social media really correlate with the bottom line? Color me skepticalSocial Media ROIOK, so maybe you don't want to build a report off of Charlene Li's report YET... but I'd keep my mind open on the issue. A LOT of people decry the notion that measuring value in...

Tags: ROI/TCO, social media, Does social media, ROI

Discussion threads 2009-07-21

Does social media really correlate with the bottom line? Color me skeptical

A study has found that revenue, gross margins and profits correlate nicely with companies that are the most engaged with social media. Should you build a portfolio around these highly engaged social media friendly brands? Probably not. A report by Charlene Li of the Altimeter Group and...

Tags: Financial, Social Media, Financial Case, Larry Dignan

Blog posts 2009-07-21

Business ByDesign: to scale or not to scale?

As the soap opera that is SAP Business ByDesign rumbles on, I can't help but think of the opening lines in Hamlet, Act 3, Scene 1: To be, or not to be: that is the question: Whether 'tis nobler in the mind to suffer The...

Tags: Blade, SAP AG, ByD, Zinow, Blade Servers, Utility Computing, Corporate Governance, Servers, Web Services, Middleware, Enterprise Software, Hardware, Business Operations, Corporate Law, Software, Dennis Howlett

Blog posts 2009-07-20

Coca-Cola Teaches The World To....

"Participating in the community of the consumer." I love that phrase.  That's the way Jim Keyes, Blockbuster CEO described their Facebook group - which is for the most part, despite all our conversations to the contrary, is what most people think of when you say "community" or "social network"...

Tags: Facebook, Fan, Coca-Cola Co., Beverage, Customer, Machine, Coke, Coca-Cola Freestyle, Food & Beverage, RFID, Manufacturing, Wireless And Mobility, Security, Biometrics, Paul Greenberg

Blog posts 2009-07-15

HP aims to pitch print services with payback guarantee

HP on Monday rolled out a payback guarantee for its managed print services and a bundle to better control departmental printing in the enterprise. HP, which has talked up managed print services in the last few years, is looking to get companies off the fence with its...

Tags: Hewlett-Packard Co., Printing, Page Plan, Document Management, Enterprise Software, Software, Finance, Managerial Accounting, Larry Dignan

Blog posts 2009-07-13

Time to Put A Stake in The Ground on Social CRM

The debate and discussion about what defines Social CRM a.k.a. CRM 2.0 vs. its traditional parent has been going on for about 2 years pretty regularly and started, according to thought leader Graham Hill almost a decade before that. Personally, I'm done defining it and am moving...

Tags: Customer, Business, Tool, CRM, Social CRM, SCRM Business Strategy, Co-creation, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2009-07-06