Remembering Steve Jobs (1955-2011) 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. He approached technology with an artist’s “open” mindset rather than a technologist’s or scientist’s “Do’s and Don’ts” conditioned approach. As a result, what he achieved is truly breathtaking and his creations speak for themselves. Finally, to end this post I want to share this Bloomberg video on life and work of Steve Jobs. Rest in Peace Steve, you will be missed! Netflix, Fix Your CRM Crisis with Social CRM. 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. Dissatisfied customers can not only take their business elsewhere, but can also leverage Social Media tools to express their disapproval in a way that can have big impact on other customers and towards the brand.
Just see the impact of Social Media firestorm generated by this CRM fiasco on Netflix stock for example (see this link). So what can Netflix do to recover from self-made CRM crisis. For example, how about using Youtube to explain why these changes were made in the first place. Connect: Authored by: Looming Talent Crunch in Social CRM. 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”.
They are dime a dozen (or should I say tweet a dozen). What I am saying is that we have a shortage of people who really understand the power and potential of Social Media/Enterprise 2.0 tools AND can relate these tools to existing marketing/IT processes. What do you think? 6 painful social media screwups - Chrysler drops the F-bomb (1) - CNNMoney.com. 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. " The Shorty Awards - Honoring the best of Twitter and social media. 3 Reasons why you should provide Customer Support on Social Media. 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: Can you afford not having Customer Support on Social Media? Reason No. 1: Numbers Stupid! According to a recent research study by The Nielsen Company, “Americans spend nearly a quarter of their time online on social networking sites and blogs, up from 15.8 percent just a year ago” – a whopping 43% increase in the last one year (for more, please see this link). Social Networks will become the dominant force “online” and Social Networking will become synonymous with the internet. Reason No. 2: It is Social!! Many People equate Social Networking with communicating via Chat or Email. Think of it as support center outsourced to other customers! What do you think? How to measure Social CRM ROI. One of the question frequently asked about Social CRM or Social Media is This is a great question to ask given the need to justify any major investment, especially after the great recession.
Unfortunately, many people (and this includes so called “experts” or “thought leaders”) are missing woods for the trees while trying to answer this question. Strategy is a plan of action designed to achieve a particular goal . Social CRM is a plan of action to build Trust and Loyalty. Social CRM is not a “technology”, “system” or “processes”. While executing Social CRM (strategy), Social Media technology (tools) will be used to achieve the goal (building trust and loyalty), but tools are different from plan. It is very important to remember this distinction between strategy, tools and goals. Social CRM (strategy) ROI depends on how well Social Media technology (tools) is used for achieving the goal (building trust or loyalty). What do you think? Link to original post. KLM Surprise: Is it Social CRM? Here’s a great Social Media Customer Engagement Case Study – Royal Dutch Airlines KLM. KLM has launched a pilot program called KLM Surprise to surprise their customers who check in on Foursquare at one of KLM’s venues at Amsterdam Schipol Airport with a customized gift based on information customers have shared previously on Social Networking sites.
I have defined Social CRM as the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. For customers checking in using Foursquare at one of KLM’s venues at Amsterdam Schipol Airport, KLM employees collect information from their Social Media accounts like Twitter, Facebook and Foursquare, select an individual gift for select customers, locate them in the airport terminal and deliver surprise gift to them and share this information on KLM’s Facebook page and Twitter account (for more, read this). One can only imagine feeling of pleasant surprise on the face of customers receiving the gift. KLM Surprise: Is it Social CRM? | Smart Data Collective. Here’s a great Social Media Customer Engagement Case Study – Royal Dutch Airlines KLM.
KLM has launched a pilot program called KLM Surprise to surprise their customers who check in on Foursquare at one of KLM’s venues at Amsterdam Schipol Airport with a customized gift based on information customers have shared previously on Social Networking sites. For customers checking in using Foursquare at one of KLM’s venues at Amsterdam Schipol Airport, KLM employees collect information from their Social Media accounts like Twitter, Facebook and Foursquare, select an individual gift for select customers, locate them in the airport terminal and deliver surprise gift to them and share this information on KLM’s Facebook page and Twitter account (for more, read this). One can only imagine feeling of pleasant surprise on the face of customers receiving the gift.
Well, you don’t have to imagine it – check out photos on KLM Surprise Facebook page and see for yourself. What do you think? Connect: Dr. Dr. Social CRM and Customer Advocacy Programs: Case Study. In my previous post titled Loyalty Programs are Passé, how about Customer Advocacy Program? , I highlighted the importance of tracking outbound Word Of Mouth (WOM) on Social Networking sites and designing programs for rewarding Customer Advocacy behaviors like WOM. In this post, I want to elaborate more on the topic and explain how Customer Advocacy Program can be integrated into Social CRM initiative and system. Step 1: Collecting Social Media Profiles: First step in tracking outbound WOM on Social Networking sites is to obtain Social Media profiles or IDs (like Twitter, Facebook, Foursquare or LinkedIn ID) from customers and prospects.
This is easier said than done given reluctance of customers in sharing their Social Media profiles with business because of privacy concerns. In order to motivate customers to do so, marketers can award points or offer other rewards like discount on products/services. Step 2: Monitoring Social Media Feed: Step 3: Calculate Rewards or Points: Connect: Dr.
3 Reasons why you should provide Customer Support on Social Media | Smart Data Collective. 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: Reason No. 1: Numbers Stupid! According to a recent research study by The Nielsen Company, “Americans spend nearly a quarter of their time online on social networking sites and blogs, up from 15.8 percent just a year ago” – a whopping 43% increase in the last one year (for more, please see this link). Reason No. 2: It is Social!! Many People equate Social Networking with communicating via Chat or Email.
Reason No. 3: It can dramatically reduce cost of customer support!!! It is common knowledge in the industry that cost of providing customer support is highest in face-to-face transactions, followed by cost of providing support over phone. What do you think? Connect: Authored by: Dr. Dr. How Social Media will disrupt the traditional "Retailing" Model. 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) Even retailing giant Walmart seems to be taking note of Groupon’s success and has launched a Facebook deals app called CrowdSaver, which unlocks a discount once enough consumers opt in (for more, read this AdAge article titled Walmart Takes a Page From Groupon in Facebook Promotion).
I think this is a step in the right direction for Walmart and other retailers should (and will) follow suit. Traditional retailing involves buying in bulk from the manufacturer (or distributor) and selling one piece at a time for a mark-up. Customers are increasingly going to leverage power of Social Networks to connect with other like minded customers who want to buy a particular product or service. Recipe for a "Social" Burger. Singapore2909 Social. Google's social buying spree - Slide (1) - CNNMoney.com. Twitter Directory and Search, Find Twitter Followers.
Social Media turning Marketers into Media Companies? by Dr. Harish Kotadia. As more marketers use Social Media channels for engaging their customers and prospects, it is becoming obvious that they will have to take on additional responsibility for not only creation of content, but also facilitate sharing or distribution of content through Social Media channels such as YouTube. Some notable examples of this approach are: This raises an important question: Should Marketers behave like Media companies when it comes to Social Media? If yes, what additional skills will be required by those in the marketing department for this new task. And what is the role of an “agency” in this new “set-up”? In my opinion, marketers should take on additional responsibility of content creation with the help of agencies and professionals/SMEs in the area. Marketers should also provide necessary tools and platform for their customers to discuss about their brands, share content and exchange ideas.
Listen to what Jonah Bloom, former Editor at Advertising Age, has to say on this subject: Perfect Tango: Social Media and Smart Phones. The next step in evolution of mobile phone from “simple” telephones to mobile multi-media communication hub is social networking access via mobile browser and apps. This is going to be one of the big stories over the next couple of years that will fuel exponential increase in Social Networking Sites and their user base. It is estimated that currently more than 650 million people worldwide, or 13.4% of mobile subscribers, use the Web via a mobile device at least once a month (see this link). This number is all set to skyrocket as inexpensive smart phones continue to flood the market. In a recent study by comScore on social networking access via mobile browser, it was found that 30.8 percent of smartphone users accessed social networking sites via their mobile browser, up 8.3 points from 22.5 percent one year ago.
This is a global phenomenon, not limited to “developed” markets in North America or Europe. Definition of Social CRM - Explained! In one of my earlier post, I defined Social CRM as follows: Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. Loyalty is defined as attitude towards a brand that inclines a customer to repurchase it and/or recommend it to others. Social CRM and Social Media are more about building trust and managing loyalty with customers than about managing relationships or transactions, which are focus areas of “traditional” CRM. I received a lot of great feedback on this definition and want to elaborate further on it to answer some of the questions raised by readers of this blog.
Let’s break-down the definition to its individual components: 1) Social CRM is the business strategy: It is not technology, tools or platform. 2) Engaging Customers through Social Media: Engagement through Social Media is the most important aspect of my definition. Thus, Social CRM will augment “traditional” CRM, but will not replace it. Tablet PCs: The Coming Revolution. K-Mart recently announced that it is selling Android powered Tablet computer with 256MB of RAM (same as iPad), 2GB of storage, SD card slot, WiFi 802.11G and Android 2.1 OS with 800×480 display for $149. A host of other Tablet PCs powered by Google’s Android OS are also slated to be released in the near future (for more, see this link).
This comes in the wake of runaway success of Apple‘s Tablet computer called iPad. So what does this Tablet Revolution mean to consumers and the tech sector? Microsoft’s dominance of PC (personal computer) market is under threat as many customers are buying Apple iOS or Android OS powered Tablet computers in lieu of a Windows OS notebooks or desktops that they may have purchased otherwise. First and foremost, it means Microsoft’s dominance of PC (personal computer) market is under threat as many customers are buying Apple iOS or Android OS powered Tablet computers in lieu of a Windows OS notebooks or desktops that they may have purchased otherwise. Social CRM: Thinking Outside the “Call Center” Box. Social Media: For Artists, Small Biz and Non-profit Organizations.
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Chris Brogan, Brian Solis, Steve Rubel in Paris discussing Socia. Social and CRM, but not much Social CRM. The Facebook Like Button Plugin for WordPress – Heal Your Church. Social CRM and Social Media Marketing Startups group. LinkedIn CEO on the Professional Network and Going Public. IBM Debuts New Social Media Analytics Tool. Social CRM: Don't wait for Social Media "Oil Slick" | Dr. Harish. 5 Lessons Social CRM can Learn from CRM.
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Knowledge Management critical in Social CRM. 2010: Year of Social CRM. From Search to Share: How Google can win in Social Age | Dr. Har. From Search to Share: How Google can win in the Social Age. From Search to Share: How Google can win in Social Age | Custome. From Search to Share: How Google can win in Social Age | Custome. Why Social Media will drive adoption of SaaS CRM. Untitled. Social Media: The New Front End of CRM System. From Search to Share: How Google can win in Social Age | Custome. Social Media: Your New CRM Front End. Can a “Head of Social” help Google fend off Facebook? | VentureB. Asia Media Journal. Cognitive Surplus: Implications for Social CRM | Dr. Harish Kota. Cognitive Surplus: Implications for Social CRM. 2010: Year of Social CRM.