Small Business CRM | BatchBook. Central Desktop - Collaboration Software, Intranets, Wiki Softwa. CRM - June 2009 - (Cover1) Ross Mayfield's Weblog: The Social C.R.M Iceberg. Post originally written for CRM Magazine. The design of the R.M.S. Titanic's hull included watertight compartments that ultimately served against their purpose and sank the ship.
The iceberg flooded five compartments when the design supported four, which weighted the bow below the waterline causing further spillover. But this story isn't about when design is less intelligent than we expect, or how compartments work against adapting to change. Its about the iceberg. Greg Oxton from the Consortium for Service Innovation (CSI) shared with me a model for understanding how engaged enterprises really are: 1% of customer conversations are assimilated as organizational knowledge9% of customer conversations touch the organization, but no learning occurs90% of customer conversations never touch the organization This maps to a Donald Rumsfeldism, as a way of explaining intelligence, of all things. The known knowns,the known unknowns,and the unknown unknowns In the U.S. Enter knowledge sharing. The New Marketing Funnel. Thanks for reading this post. If you are new here and like what you find, please subscribe to the RSS feed for future updates.
(Jointly authored with Rosetta‘s Director of Social Media, Gargi Patel) The world has changed. We are in the midst of an unprecedented shift of power to the consumer fueled by the virtual megaphone handed to them through social media outlets. When a customer is angry or has a bad experience with a product or service, the old rule of thumb was that they told an average of 10 people about it. Infusing Engagement into the Marketing Funnel With the expansion of the marketer’s toolbox to include social media, marketing is no longer about pushing out one way communications. A few years ago, Forrester Research published a report on “engagement” and suggested that the marketing funnel has become much more complex in today’s environment. For example, traditionally, marketers look to create awareness by placing carefully planned messages across appropriate media outlets.
Sales Software for Non-Sales People - Customer Relationship Mana.