Skip to content

social crm

Data Analytics

The Impact of Data Anaytics on Customer Strategies

July 27, 2017

By Barton Goldenberg The advent of data analytics and insight are already having a meaningfully impact on the way that organizations manage their customer relationships and customer engagements.  Best-in-class organizations have already concluded that to be successful, data analytics must be tightly integrated into their Social CRM application.  Concerning the impact of Data Analytics on…

Read More
Gamification

The Overall Impact of Gamification on Social CRM

May 25, 2017

By Barton Goldenberg Gamification is all about organizations applying social technology to time-tested, motivational methods.   Millennials love to play games – they grew up playing them.  Gamification within a business setting can help motivate Millennial employees and customers to perform certain activities within their Social CRM system. Here is a primary list of exemplary ways…

Read More
Gamification

Gamification Organizational Benefits

April 17, 2017

By Barton Goldenberg In my previous Gamification – related blog post, I discussed how Gamification can benefit an organization for its Social CRM efforts. Now, I will describe two additional examples of how Gamification can benefit an organization towards employee satisfaction and customer relations. Lower Contact Center agent turnover In general, Contact Centers are staffed…

Read More
gamification

The Benefits of Gamification for Social CRM

March 30, 2017

By Barton Goldenberg Gamification is defined as: The use of applying game-like elements to non-game environments to influence behavior. The integration of game mechanics into a Website, Social Media community, campaign or application in order to drive engagement. Gamification allows an organization to benefit from the adoption of psychology techniques to motivate people to perform…

Read More
Social Graph Tools

Leveraging Social Graph Tools – Case Study

February 2, 2017

By Barton Goldenberg In my previous post, I discussed how a hypothetical hotel chain effectively used Social CRM to accurately target a so-called “customer of the future,” Debbie Jones, and her friends. Now let’s take our leveraging Social Graph Tools Case Study a step further, as the chain, which we’re calling Happy Hotels, purchases a…

Read More
social CRM Case Study

What Social CRM Looks Like A Case Study

January 26, 2017

By Barton Goldenberg As consumers increasingly adopt Social Media as part of their lifestyle, organizations must ask, “Can we afford not to connect with potential customers in the way that they expect to be communicated with?”  The answer seems clear: Social Media will meaningfully change the way that organizations market, sell and service their customers. …

Read More
Social CRM Book

Developing a Social CRM Security Policy

January 17, 2017

By Barton Goldenberg In previous posts, I outlined various security risks associated with Social CRM installations, all pointing to the importance of developing an appropriate Social CRM security policy. Since no one technology or process can provide total security, the aim is to develop a defense through an in-depth Social CRM security policy. Securing a…

Read More
social crm

Social CRM Systems and Software Security Risks

December 15, 2016

By Barton Goldenberg A major risk to the Social CRM enterprise resides on an organization’s employees’ PCs, laptops and mobile devices.  Malicious code can take many forms: a computer virus, a “Trojan”, or active content like Java and ActiveX programs. Excellent anti-virus protection tools exist and should be implemented by all organizations, but they must…

Read More
Social CRM Book

Human Factors in Social CRM Security

December 8, 2016

By Barton Goldenberg At least from a security perspective, the people in an organization are its weakest link.  Anyone, from customer service representatives in the contact center to sales executives equipped with laptops, can inadvertently—or intentionally—create a security breach.  And one aspect of human behavior is a given: with enough effort, it is easy to…

Read More
social crm

Assessing Security Risks in Social CRM

December 1, 2016

By Barton Goldenberg The growth of Social CRM is exposing organizations to more risk than ever before. Social Media communities open the organization to all kinds of new exposure. Threats can come from hardware, software, operating systems, middleware, networks and elsewhere. Minimizing security risk for Social CRM is just as important as for other applications…

Read More
Customer Engagement

Customer Engagement: A Key Technology Challenge

November 10, 2016

By Barton Goldenberg A key aspect of Customer Engagement involves leveraging social insights stored in the customer profile and elsewhere within a Social CRM application to engage with customers or prospects via their preferred channel(s).  For example, if a customer engages with your organization via Twitter, you will want to reply to the customer the…

Read More
social crm

Key Technology Challenges in Social CRM Initiatives

November 3, 2016

By Barton Goldenberg As I mentioned in my previous post, the technology issues involved in Social CRM initiatives are extremely complex. This is, in part, due to the ever-expanding number of technical options in the marketplace. I also described two distinct software vendor camps competing for Social CRM business: 1) dedicated Social Media platform vendors…

Read More
social crm

Dealing with Social CRM Vendors

October 27, 2016

By Barton Goldenberg Within any technology implementation, people and process issues will have the greatest impact on the ultimate success of the project. Still, at some point, one or more new pieces of technology will need to be purchased and installed. The issues around this are highly complex, given the ever-expanding number of options in…

Read More
social media communities

Digital Customer Communities Take Time

October 13, 2016

By Barton Goldenberg Nearly all organizations underestimate the time and effort required to execute successful Digital Customer Communities.  For example: Setting up a content calendar for the community takes a lot of time and commitment from others.  Do they have this time?  Will they make this commitment? Experienced bloggers will confirm that it always takes…

Read More
social media policy

Social Media Policy Recommendations

October 11, 2016

By Barton Goldenberg Last time I wrote about the importance of creating Social Media policies to govern employee activities on Social Media. I will now discuss my Social Media policy recommendations. Here are three Social Media policy best practices that every organization should keep in mind: Legislate: Effective Social Media policies make clear to employees…

Read More
social media policy

Social Media Best Practices – Creating and Adhering to Social Media Policies

September 28, 2016

By Barton Goldenberg Given the importance of getting the Social Media component right in a Social CRM initiative, I want to focus this post on best ‘people’ practices for an organization’s Social Media effort.  Thus includes Creating and Adhering to Social Media Policies. Any organization that is active in Social Media should put in place…

Read More
Comprehensive Systems Administration

Comprehensive Systems Administration

September 22, 2016

By Barton Goldenberg In my previous blog posts, I discussed effective training and a responsive help desk, the first two out of the three components that will assist in determining the long-term success of any Social CRM implementation. Here I will discuss the third component: Comprehensive Systems Administration. In most organizations, a systems administrator is…

Read More
social crm help desk

A Responsive Social CRM Help Desk

September 15, 2016

By Barton Goldenberg In my previous blog post, I discussed effective training, the first of the three components that will assist in determining the long-term success of any Social CRM implementation. Here I will discuss the crucial element of a help desk for a Social CRM initiative. A Responsive Help Desk Every Social CRM system…

Read More
Scroll To Top