SocialMedia
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Remembering Steve Jobs (1955-2011) | Dr. Harish Kotadia
Life of Steven Paul Jobs (popularly called Steve Jobs) , the co-founder, former Chairman and CEO of Apple Computers, who died recently has been described in glorious terms. In the past few days, much has been written about his life and legacy, and I don’t think I can add anything new to what has already been said. But I will definitely add this, Steve Jobs was more than an innovator and a visionary. He was not Thomas Edison of our times as many have said. I think he was an artist – a Michelangelo or a Leonardo da Vinci of our times. Technology was his canvas and iMac, iPod, iPhone and IPad his masterpieces.
Netflix, Fix Your CRM Crisis with Social CRM | Social Media Today
Netflix, Inc. , the provider of online video streaming and DVD by mail service, has fallen from customers’ grace hard and fast. Once a darling of its customers, Netflix management seems to have misjudged the negative impact of price increase and other service changes they announced “unilaterally” this summer and as a result have lost many customers. Netflix’s CRM fiasco underscores the importance of not taking your customers for granted, especially in this day and age of Social Media.
Customer Relationship Management: Next Level Enterprise growth is in going Social - Dreamforce 2011 and beyond
Dreamforce 2011 concluded last week in San Francisco. With close to 40,000+ attendance, this is indeed "the" event in the cloud industry and a living demonstration of the passion and mass-scale following Salesfore.com (SFDC) has created in the marketplace today. While one can remember Dreamforce for so many reasons, what really makes the event stand out is the sheer energy and passion with which Salesforce.com positions the new offerings.Talk to senior or middle level executives in Marketing or IT about Social Media or Enterprise 2.0 and you will see their face light up immediately with excitement from perceived opportunity and with fear from perceived threat – all at once. Most executives will tell you that they want to leverage Social Media and Enterprise 2.0 tools and technology for engaging their customers and employees but don’t know what to do or how to go about it. There is real shortage of “talented” people who understand both – Social Media/Enterprise 2.0 AND existing marketing and IT systems/processes like CRM and ERP. Don’t get me wrong. I am not saying that there is a shortage of Social Media consultants or self proclaimed “experts”.
Looming Talent Crunch in Social CRM | CustomerThink
Big Auto is the industrial core of Motor City, and post-bankruptcy Chrysler showed its hometown pride with a splashy Super Bowl ad called "Imported from Detroit." But the warm and fuzzy feelings iced over fast after an errant tweet last month from Chrysler's Twitter account : "I find it ironic that Detroit is known as the #motorcity and yet no one here knows how to f---ng drive." Except, you know, with the full f-word. Scores of incensed Twitter users retweeted the post, which was quickly deleted.
6 painful social media screwups - Chrysler drops the F-bomb (1) - CNNMoney.com
One of the question frequently asked about Social CRM or Social Media is What is the ROI? This is a great question to ask given the need to justify any major investment, especially after the great recession.
How to measure Social CRM ROI
Here’s a great Social Media Customer Engagement Case Study – Royal Dutch Airlines KLM .
KLM Surprise: Is it Social CRM? | Dr. Harish Kotadia
Here’s a great Social Media Customer Engagement Case Study – Royal Dutch Airlines KLM .
KLM Surprise: Is it Social CRM? | Smart Data Collective
In my previous post titled Loyalty Programs are Passé, how about Customer Advocacy Program?
Social CRM and Customer Advocacy Programs: Case Study | Social Media Today
Jonathan Salem Baskin is an author who writes a regular column on Advertising Age & posts on his award-winning blog. More » John Bell heads up the 360° Digital Influence team & teaches graduate studies in Digital Influence at Johns Hopkins University. More »
3 Reasons why you should provide Customer Support on Social Media | Social Media Today
Talk to any executive of a large or medium sized company contemplating having customer support on Social Media channels and one of the first question you are likely to hear is But how can we afford it? Well, the right question is Can you afford not having Customer Support on Social Media? Here’s why:
3 Reasons why you should provide Customer Support on Social Media | Smart Data Collective
Groupon , the “localized” deal of the day website has witnessed phenomenal growth in the last one year. Groupon’s success underlines the power of Social Media which makes it so easy to connect with other like minded people over the internet. (for more on Groupon’s success, watch this excellent CNNMoney Video)