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CRM - June 2009 - (Cover1)
CRM - June 2009 - (Page Cover1) Table of Contents for the Digital Edition of CRM - June 2009 CRM - June 2009 Contents Front Office Reality Check Customer Centricity Connect Social Shepherds CRM on Twitter Poking Holes in Attrition Users Converge Required Reading Who Owns the Social Customer?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.(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.

