We hear it all the time: “You can’t please all the people all the time.” It’s why our parents told us not to try and be friends with every person in our 600-person high school. It’s why businesses choose niches in which to market and sell. It’s why I still haven’t met a single person…
Seriously, how dumb are your employees? I mean, God forbid you open up their ability and time to converse on social media networks with actual customers! What good could come from that? One of the resistance maneuvers I hear all the time when talking with businesses regarding the internal shifts necessary when implementing a social business…
Having had this conversation between us going on for almost half a year now, I thought it would be good to take a quick trip down memory lane. I know Social CRM is an ever-expanding and flourishing topic, but there’s a lot we’ve talked about and it might not all be easy to remember. Sure,…
Today is trash day in my neighborhood. This has also been the week that my wife and I clean out the house/garage for our yearly Technicolored Yard Sale of Awesomeness, which means we have more trash than normal. What’s really interesting is that you think your house is pretty clean. I mean, we take out…
I made a mistake. Actually, if I’m being honest, I made LOTS of mistakes. I went almost a year without checking the alignment on my car. Essentially, I made a mistake every day I woke up and drove my car without first getting the alignment checked and restored. Long story short, this tale culminates with…
A lot of great things come to mind when we think and talk about Social CRM. This site has discussed many of them and will talk about many, many more in the coming months. This is not one of those posts. We’re going to discuss something that’s going to be hard to hear for a…
If I told you to go build me a house and gave you a paper airplane and some silly putty, you’d laugh at me. But let’s say before that I told someone else to build me that paper airplane and gave them a hammer, nails and a thumbtack, they’d look at me like I was…
When it comes to the CRM, Paul Greenberg literally wrote the book. When it comes to Social CRM, he had this to say: “We’ve moved from the transaction to the interaction with customers, though we haven’t eliminated the transaction – or the data associated with it. Social CRM focuses on engaging the customer in a…
No, I didn’t misspell anything in the title of this post. Social media has changed a lot of things about way business is done day to day, but one of the main things that has changed is the way that customers expect to be treated. About a decade ago, if you had a complaint with…