Axel Schultze

What are the skills of a CEM Leader?

I was following an interesting and equally disappointing conversation on LinkedIn about what Customer Experience Leaders need to have. It was all most all about "Listening". Man this is as old as talking. "Listening to customers" doesn't say anything. Most would say "Of course...

Social Media ROI – why do you even care?

ROI = Return on investment. Now, what do you invest in? Technology: LinkedIn - it's basically free Twitter - It's free YouTube - It's free Facebook Fan Page - It's free Blog on Blogger - It's free So the technical infrastructure is free. Resources: 1)…

5 things to consider with Social CRM

-> Cold calling, email shots, lead nurturing... Is this still part of your sales process? -> Customer qualification, needs analysis, solution exploration... Is this also still part of the old sales process? If yes, just keep your old CRM system, it was designed to manage…

Social Media Academy 2010 – and a new site

We will start 2010 with an all new website and blog.The new site is based on a blog technology with integrated website pages for our programs and classes. But most of the knowledge updates, news and discussions will be around the blog that is...

Business Week sold for $5 Million

Another victim killed by advertising cancerIt was one of the most respected business magazines. It was sold because the rapidly decreasing advertising revenue could not cover the cost, loosing $20 Million a year. The "Advertising Cancer" killed another victim. When will publishers understand that it...

DELL, success story or flop?

"DELL makes millions on Twitter" how cool is that. OK sounds cool and as a social media guy I can take a success story any time. But this one? Not so sure. What is it what DELL does? They give out promo codes that are...

10 +1 Trends and changes for the social web 2010

1) Twitter becoming the leading NEWS systemTwitter will change quite dramatically. It will become the world's dominant News aggregator and distributor. As such the personal "chit chat" will get more and more just background noise and some of the Twitterer will look for alternatives....

Education, Certification & Democratization Of Knowledge

There has been a lot of discussions recently about the social media education and certification programs and who has the "right" to certify. I think at the end of the day the concern is understandable. Too many people with too many opinion and too...

Social CRM – a dead end?

I just read a few articles about sCRM. One was a post on a blog where the blog doesn't allow comments (very social). The other was talking about Ajax enabled technology that revolutionizes CRM (OMG) and yet another one described the advantage of getting...

Surveys, customers and Listening 2.0

It is really great that you care about your customers. You do surveys, you listen to what they say when you have them on the phone and of course when you meet in person. However, wouldn't it be better to really listen to what...

Where to start in Social Media? A fresh look from a different angle

After discussing and consulting with probably 100 executives in all industries the number one reaction has been:"I get it, I know we gotta do something - but where do we begin?"It can't be "Hey everybody go on Twitter" - or "Lets quickly do a...

Social Media Academy founder on SmibsTV

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70% of Fortune 500 are engaged in Social Media

We just did a quick research to find out why businesses are not engaged in social media like many social media insider suggest. So we tried to research the Fortune 500 and see who is engaged and who not. To the surprise of many, about...

Social Media Tools Week – A social media case in itself.

The Social Media Tools Week is an interesting event not only because it shows the latest social media tools and it's application but interesting in its setup and social media based event marketing. Event Structure So far close to 2,000 attendees from 16 different time…

What is “social selling”?

How much more salesy can you get? How much harder can you beat your sales force? How much more pressure can you put onto your customers? Didn't you overstep the line long time ago? Social selling is a new art, a new discipline, a more...

The End of Face to Face or Phone Introductions

Just recently I was part of an interesting discussion. My friend "Joe" (name is changed by the author) just didn't want to even know about that impersonal online world. I said: If I can't find you on Facebook, LinkedIn, Twitter or see anything from you…

FTC helps to stop the new Blog ‘BS’

The FTC (Federal Trade Commission) took action and will require that writers on the Web clearly disclose any freebies or payments they get from companies for reviewing their products. The commission also said advertisers featuring testimonials that claim dramatic results cannot hide behind disclaimers...

Tele Sales versus Social Sales – first performance comparison

Social media is all OVER - BUT still not IN the sales departments. While there is a lot of noise around social media there were just not enough data points that prove the effectiveness of social media. The top telesales guys can do 100 call...

Why should anybody use Twitter?

One reason to why not how, you should consider using Twitter. There are an estimated 25,000 posts and comments how you can use Twitter, how you get more followers and some even claim to teach you becoming an instant millionaire just by using twitter. On...

Where are YOU in the social media molt process?

Social Media Infancy Trial and error - people believe everything and do everything with care. Shy, not mature steps, better not say anything, read often but write rarely. Everything is a great wonder. A great period in the social media live. Social Media Puberty Anything…

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