What is Social Commerce?

When I first became interested in the subject in 2008, I was struck by the feeling that most of what was described as “social commerce” really wasn’t very social at all. It was mostly based on product reviews, which while useful, provided little more than the “wisdom of strangers”. It …

What is Social CRM?

Lots of people are talking about Social CRM, and almost everyone has their own definition. I really don’t want invent yet another definition, but I do think that even the best definitions need a little explanation. I’ve been using Paul Greenberg’s definition, which I discovered via Jeremiah Owyang which defines …

Please insult our customers here

I was at the HR Software Show in London for two days last week, and one of the topics I was talking about was employee misuse of social media, something that HR professionals are rightly concerned about. Research by Proofpoint last year showed that 8% of US companies had fired …

Keep Your Friends Close, Keep Your Enemies Closer

One of my favourite quotes to describe the objectives of Social CRM comes from Lyndon Johnson, who famously said of J Edgar Hoover It’s probably better to have him inside the tent pissing out, than outside the tent pissing in If your don’t provide a place for your customers to …