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September 21, 2012
I firmly maintain, and working with enterprises is proving it, that meshing internal and external, social and collaboration is the way to go and the way to generate return on the investment of resources to create and deploy social networks and collaboration environments and solutions.
May 24, 2012
There is still room for relationship-building with customers, even in an experience-driven world, since not everyone is looking for an experience. I just want my checking account balance, not an experience. That two-second interaction is just a small part of the relationship that I have with my bank.
May 04, 2012
As I was doing research for a deck I did on long tail CRM, I found a case study that was too good to pass up. I have been using it for the past few weeks in presentations and talks, but wanted to get your thoughts.
May 01, 2012
How can organizations embrace social channels and technologies to improve customer service? I must’ve heard this question every day in the past 6-9 months.
April 30, 2012
Starting today CRM Idol 2012 (the second season) began. The experience last year for all participants, in their words, was incredible.