The Digitization of Human Interactions: From Long Tail to Mass Disruption
Photo Credit: ceibs.edu "Because the purpose of business is to create and keep a customer, the business enterprise has two, and only two,… [read more]
Trust: It matters (more than you think)
"Organizations are no longer built on force, but on trust" - Peter Drucker "Technique and technology are important, but adding trust is the… [read more]
Six Things Customers Want
Often, when asked a question by media, existing customers, or prospective customers, I find myself answering with some version of "It depends."… [read more]
Customer Relationship Innovation for the Emergent Social Business
Speaking at an event hosted by SugarCRM and IBM Social Business this week, I informally polled the audience. "How many of you are NOT on facebook?"… [read more]
In search of: A meaningful measure of Influence
Influence. It's a captivating word. It's an alluring word. We all want it, and we want to know others who have it. In high school, if… [read more]
In an era of crisis & revolution, is your company the next target?
We are living in interesting times indeed. Geo-political revolutions, financial crises, economic uncertainty. Try as we might to ignore them,… [read more]
Networks, Signals, Reputation and Delight
The era of mass marketing, sales driven information gathering and sharing, and being "just good enough to win" is being shattered by the rapid… [read more]
The Future of Customer Relationships: Where is all this heading?
Shifts in technology and human behavior are rapidly changing customer's expectations of companies. Things are moving so fast, that most executives… [read more]
Kickstarting your Social CRM Initiative: 5 Fundamentals and 5 Immediate Opportunities
Let's "do" this Social CRM thing. Ready.... Go!!!!! You're right. It's not that easy. It's not a panacea, and like all of it's predecessors… [read more]
Featured Posts
The Digitization of Human Interactions: From Long Tail to Mass Disruption
Photo Credit: ceibs.edu “Because the purpose of business is to create and keep a customer, the business enterprise has two, and only two, basic functions: Marketing and Innovation.” – Peter Drucker Last week I had the pleasure of spending some time at Online Marketing Summit at the Hilton San Diego Bayfront Hotel. Aaron Kahlow founded [...]Trust: It matters (more than you think)
“Organizations are no longer built on force, but on trust” – Peter Drucker “Technique and technology are important, but adding trust is the issue of the decade” – Tom Peters “Mistrust doubles the cost of doing business” – Professor John Whitney, Columbia Business School “As you go to work, your top responsibility should be to [...]Six Things Customers Want
Often, when asked a question by media, existing customers, or prospective customers, I find myself answering with some version of “It depends.” What’s the biggest priority in 2012? Should we begin a Social CRM initiative? What’s the first thing we should do? Which software solution should we buy and implement? Where should we spend our [...]Customer Relationship Innovation for the Emergent Social Business
Speaking at an event hosted by SugarCRM and IBM Social Business this week, I informally polled the audience. “How many of you are NOT on facebook?” No hands were raised. “How many of you have a twitter account?” Most of the room raised their hands. “LinkedIn?” Most of the room again raised their hands. I [...]In search of: A meaningful measure of Influence
Influence. It’s a captivating word. It’s an alluring word. We all want it, and we want to know others who have it. In high school, if you could get the “cool kids” to the party, the rest would follow. If the most famous and glamorous people in the world use it, like it, and talk [...]
In an era of crisis & revolution, is your company the next target?
We are living in interesting times indeed. Geo-political revolutions, financial crises, economic uncertainty. Try as we might to ignore them, the fact is that the very fabric of capitalism is being re-evaluated, and perhaps even rewoven. What we have assumed and known for at least 150 years is at the very least being questioned. Institutions [...]
Networks, Signals, Reputation and Delight
The era of mass marketing, sales driven information gathering and sharing, and being “just good enough to win” is being shattered by the rapid emergence of a smart, networked, and increasingly demanding generation of empowered customers. In the fragmented and fast moving world of concepts, buzzwords, technologies, and applications, most executives are looking for looking [...]
