social customer thing

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CRM 2.0 = The Conversation - But First....The Intro

This is my first post for ZDNET.  I'm back from a 10 day cruise to the Caribbean - had a great time - came back to the economy worse than what I left - though gas prices are great - and I'm feeling relaxed anyway - so I thought it...

Tags: Strategy, Community, Customer, CRM, CRM 2.0, Social Customer Thing, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2008-11-18

Additional Resources

My Top Scary Technology Trends

The Most Terrifying:Google.Kills good companies by handing out "freebies". VERY scary.Machines replacing humansI thought they were tools to enhance our experience on earth.The worst is when customer is an AI telephone. "I'm sorry, could you repeat your last phrase. I did not understand". I thought the buttons were bad enough.RE:...

Tags: cloud computing, Storage management, Google Inc., hardware, virtualization

Discussion threads 2009-10-29

Qik (Android) 1.3.2 (Mobile)

Stay better connected to family and friends. Share your travels live with friends back home. Show your baby's first steps as they happen. Have Grandma "attend" the birthday party, even though she's on the other side of the planet. Qik also works with MySpace, Orkut, Facebook and other websites, enabling...

Tags: Mobile, Web Site, Web Site Development, Insurance, Web Technology, Social Networking, Financial Planning, Internet, Business Operations, Corporate Insurance, Online Communications, Marketing, Advertising & Promotion, Finance

Software downloads 2009-10-27

Antitrust: Time to break apart the phone companies -- again?

Actually,those 'guaranteed revenue' companiesAre not so rare. Food companies, oil and gas companies, phone companies, electric companies, water utilities.... the list goes on and on if I had enough time to think of them all.That is why we need to break up any company that gets more than a 10%...

Tags: Corporate law, Telecom & Utilities, Network technology, Food & Beverage, 360Networks Corp., phone company, phone, antitrust

Discussion threads 2009-10-21

Finally! A Three-Cornered Consulting Service for Enterprise 2.0

Its not too often I endorse a new service - in fact, I never have without a lot of due diligence and at least some production history.   So, for the first...and potentially only....time ever, I'm telling you that I'm truly excited about the launch of Pragmatic Enterprise 2.0.  I'm...

Tags: Socialtext, Enterprise 2.0, Framework, Pragmatic Enterprise 2.0, Michael Krigsman, Ross, Blogging, Strategy, Internet, Management, Paul Greenberg

Blog posts 2009-10-20

8 reasons I like the Motorola Cliq Android smartphone and 7 reasons I don't

"Surface" is not a transitive verb.Sheesh.That's incorrect.You'd know that if you ever surfaced your driveway with asphalt.RE: 8 reasons I like the Motorola Cliq Android smartphone and 7 reasons I don'tSo what about someone who is not a social social networking fanatic but likes good access to email and facebook...

Tags: Telecom & Utilities, Smart phones, Cellular phones, smart phone, phone, carrier, SIM card, Apple iPhone, Motorola Inc.

Discussion threads 2009-10-15

Life In The Vast Plane...

At least you'd get some peace and quiet.At least you'd get some peace and quiet. Personally, I enjoy having some time off work, and don't want to be on the clock 24/7, thanks.RE: Life In The Vast Plane...That is an extremely valid point: 'always on' = burn out. Modern work...

Tags: Notebooks, laptop computer

Discussion threads 2009-10-09

It's time to bring the EULA madness to an end!

My gripe with EULA is when I'm patching software.Why do I need to read an EULA when I'm patching a piece of software (I'm looking at you iTunes)? Shouldn't the patch be covered under the same EULA agreed to when initially installing the software?As for understanding them I do. They...

Tags: EULA, software

Discussion threads 2009-10-08

Next-gen operating systems: Facebook on steroids?

Chrome OS is a key building blockThis is why I think the concept of Chrome OS is so powerful.Sure you will be able to use your web apps offline, like desktop apps (thanks to HTML5/Gears), but the core functionality of the apps will live in the cloud. And because the...

Tags: Operating systems, Chrome OS, Facebook, Next-gen operating system, operating system, Next-Gen

Discussion threads 2009-10-07

Social media at the WashPost: It's time to loosen the tie

For the sake of full disclosure, I spent a little more than two years working as an editor and later a reporter/blogger for the Washington Post - roughly from the summer of 2005 until early fall of 2007. I tell you this because it gives you some...

Tags: Journalist, Blog, Social Media, Washington Post Co., Post, Sam Diaz

Blog posts 2009-10-01

Pay to play: The vendor / analyst mating dance

Analyst Liability?Could you imagine if a customer held an analyst liable if their review/recommendation was markedly different than the customer's experience? I know your Devil's Triangle theory would make it near impossible to "pin" it on the analyst review, but it is an intriguing idea given the "mating dance" you...

Tags: Pay-to-play

Discussion threads 2009-09-24

Zoho's Next Big Thing

Zoho has announced the availability of Zoho Discussions. Of itself you might think this is a smallish me-too announcement given that it can be construed as support forums-reinvented for the new millennium with some bells and whistles thrown in. That would be a gross underestimate of...

Tags: Zoho, Smb/Sme, Sales Force Management, Sales, Dennis Howlett

Blog posts 2009-09-22

Move over Enterprise 2.0, it's now Social Business Design

Given the relatively friendly pounding I took over my Enterprise 2.0 - what a crock post, it's gratifying to see that it has stirred some interesting interpretations and thoughts on the topic. That's always good and especially pleasing when one considers that most blog posts are the equivalent of digital...

Tags: BPR, Enterprise 2.0, Re-engineering, Cohen, Oliver Marks, Business Process Engineering, Organizational Structure, Business Process Reengineering (BPR), Human Resources, It Operations, Dennis Howlett

Blog posts 2009-09-21

Social Business in Action - Establishing Excellence

Human interaction is as old as humanity, and nothing beats personal contact. We can learn more from a few seconds of personal contact and get a 'gut feel' about someone or a situation experientially in person than we can from hours of research and remote contact....

Tags: Web, Team, Information Technology, Human Interaction, Cohen, Web 2.0, Channel Management, Team Management, Strategy, Internet, Marketing, Management, Oliver Marks

Blog posts 2009-09-21

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

Brent Leary Expounds: The SMBs Rejoice

Brent Leary, who is not only my bud, but one of the leading, no, the leading, small business consultant and analyst when it comes to small business (duh!), CRM, social CRM and social media,  is someone that I want to highlight on these pages.  Not that you need to come...

Tags: Salesforce.com Inc., Leader, Small Business, Small And Medium Business, CRM, Brent Leary, Maximizer Needs, Price Point, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2009-09-14

Has Steve Jobs banned Apple staff from social media?

Nothing wrong with thatApple does rely on secrecy, especially in their R&D, to get more bang for their buck when the product is finally announced. I could see why Apple would want their employees not talking about their jobs in the social media. I can see why a lot of...

Tags: Blogging, Steve Jobs, Apple Inc., blog, social media

Discussion threads 2009-08-31

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

Deconstructing United Airlines: Where Customers are Transactions

United Airlines: Customers are Merely Transactions If you're a loyalty marketer and look at my United profile, you find something that would make you 4.5 on a scale of 5.0 when it comes to warm and fuzzy.   You'd see hundreds of thousands of United Airlines frequent flier FF miles;...

Tags: Customers Ltd., Mile, Customer, United Corp., United Airlines, Corporate Communications, Workforce Management, Training And Certification, Marketing, Human Resources, Paul Greenberg

Blog posts 2009-08-20