social crm
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…
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…
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 with agents in…
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…
By Barton Goldenberg The key impact of mobility on Social CRM will be the ability of businesses and customers to use mobile devices to engage with Social CRM applications. As millennials become an increasingly important part of the workforce, their ‘always on, always connected’ approach to everything they do will require Social CRM information to…
By Barton Goldenberg What is the most important business application that one can have on a mobile device? By 2018, I believe this application will be Mobile Social CRM. (Social CRM functionality accessed on a mobile device) Four key reasons are driving increasing market adoption of mobile Social CRM: Reason #1: Mobile Devices The almost-universal…
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…
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. …
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…