If you say you’re listening, make sure you are

As everyone knows, one of the objectives of Social CRM is to engage customers, and turn them into brand advocates. As I’m English, being unreservedly positive about anything is not something that comes naturally to me, but despite that I am an unashamed brand advocate for Spotify; it has transformed …

Social CRM and the Enterprise Social Spectrum

One of the questions I am often asked about Clearvale is “does Clearvale support both internal and external networks?” At one level, it’s an easy question to answer… YES! But part of me always wants to shout out “what’s the difference?”. I have always been a little bemused about the …

Listen first, tweet later

I had the pleasure of spending Friday in London at the Social CRM 2011 conference. Many of the Social CRM thought leaders were there, along with a very attentive and engaged audience. I presented Five Reasons Why You Need A Company-Managed Social CRM Platform, describing why engaging just on public …

The Incredible Social Bait and Switch

“Superladies, they’re always trying to tell you their secret identity. Think it’ll strengthen the relationship or something like that. I said, ”Girl, I don’t want to know about your mild-mannered alter ego.” or anything like that. I mean, you tell me you’re a super-mega-ultra-lightning-babe, that’s all right with me. I’m …

Will Apple’s lack of a Social CRM strategy be its downfall?

With the latest Apple media event just a few hours away, the rumour-mill is in full swing speculating on the features of the new iPad (cameras! USB port! retina display! white case!). My wish is far more modest – I just want them to release iOS 4.3, and thereby end …

Joining The Dots

Social business networks should be able to connect with other networks. Not only are businesses at risk of creating silos within their own ecosystems. They are at risk of developing networks that are not discoverable by other companies. The solution is to invest in a world that is open, discoverable, …

Systems of Engagement

The social business platform can be the system of engagement for any system of record. It would be wrong to think of your social business platform in isolation of other enterprise systems. Ask whether your social business platform can easily integrate with these systems and add a social layer. In …