Jacob Morgan

Presentation Slides On Social CRM from the New Communications Forum

My site was recently hacked but I’m back! Hope you guys had enough time to digest the social CRM evolution process that was stuck as my most recent post for the past week. I recently presented on Social CRM at the New Communications Forum...

American Airlines Hates Its Customers!

I really wasn’t going to write this post but on the advice of some colleagues and friends in the industry I decided to go ahead and share my experiences with American Airlines. Here’s my story: Last week I booked a last minute ticket to...

Candid Interview with Brian Solis, Author of Engage

I had the opportunity to speak with and interview Brian Solis (who I’m sure many of you know) around his new book, Engage (Brian also wrote the forward for my book, Twittfaced). I didn’t want to ask the same boring questions that everyone...

Re-cap of SugarCon Day 1

I literally flew in from Maui (via LA) and hopped on a train to get to Sugarcon on very little sleep. I’ve never attended a Sugarcon event before but boy, am I glad I did. First of all I had the great...

Companies are Touching the Tip of the Social CRM Iceberg

In preparation for my talk on social CRM at the New Comm Forum (which I hope you will attend, see sidebar), I am once again sharing another concept/image that I will be presenting. We, at Chess Media Group are calling it “Corporate SCRM...

Company Outputs Vs Customer Expectations in Social CRM

We’ve been talking quite a bit about social CRM lately as I’m gearing up to present at the New Communications Forum in a few weeks. I’ve really received some killer feedback on the Social CRM Process post that I wrote a few days...

Does Collaboration Impact Business Performance?

Recently I highlighted and reviewed a report by Frost & Sullivan which talked about the impact of collaboration on overall business performance. The report was created a few years ago and was thus slightly dated. Fortunately someone from Verizon sent me a...

The Social CRM Process

I’m speaking at the New Communications Forum in a few weeks on Social CRM and I’ve been doing a bit of researching and thinking around this topic. I wanted to give all of you a sneak peak at some of the ideas and...

Join the Social CRM Pioneers!

A little while ago when Jeremiah Owyang and Ray Wang from Altimeter Group created their report on 18 use cases for Social CRM they also created a Google Group called Social CRM Pioneers (which currently is just shy of 400 members) where thought leaders,...

Enterprise 2.0 Best Practices

I had the opportunity to speak with and interview some of the top minds in the Enterprise 2.0 space, and although there aren’t many, what follows is a summary of best practices from those active in the field today. The best practices below...

Collaboration in the Oil and Gas Industry

I came across a report recently from Microsoft which talks about how the oil & gas industry is really starting to focus on collaboration and social media. We’ve already established that collaboration has a great impact on overall business performance and now we’re...

Traditional Customer Service Costs: A Redux

Guest post by Connie Chan, Principal of Chess Media Group Remember the days when we picked up the phone to call the toll-free number to contact a customer service representative when we weren't happy with the product or service we received from a company? ...

Social Media as a “Just in Case” Strategy

Do you have any type of insurance? Medical, dental, home, and car perhaps? Why? You own insurance so that in case anything bad happens, you’ll be protected. At its worst, social media is an insurance policy for your brand online....

Is Unstructured Collaboration the Key to Business Agility?

According to a report by Microsoft it is (geared towards the manufacturing industry). Towards the end of last year Drew Gude, (Director, U.S. High Tech and Electronics Manufacturing Industry Solutions for Microsoft) wrote a report in which he said that “unstructured collaboration...

The Impact of Collaboration on Enterprise Business Performance

When you really think about it, collaboration is at the very heart of every business on the planet. It’s very rare that you find someone that is isolated from the rest of the company. Most people are a part of a team...

Three Things Businesses Need to Focus on For Successful Social CRM

I was recently interviewed by the Wall Street Journal and was asked what the three most important things are for small businesses as they pertain to Social CRM (this applies to large businesses as well). My response focused on listening, acting, and integrating...

Rapportive Takes a Stab at SCRM with Gmail Integration

I recently came across a plug-in for Gmail called Rapportive which I think is a great step in the right direction for Social CRM. In the past, when I send or receive emails from people, I have often wished that there was some...

Implementing Enterprise 2.0 at Vistaprint Part Four: The Future and Lessons Learned

This is the forth and final part in the Vistaprint Enterprise 2.0 series. Today, we’re going to wrap things up by discussing the future of Enterprise 2.0 at Vistaprint as well as some of the lessons that Vistaprint has learned thus far. ...

Implementing Enterpise 2.0 at Vistaprint Part Three: Operational Impact

This is part three in a series of four posts on how Vistaprint has been implementing Enterprise 2.0 at their organization. Today we continue the discussion with more information on change management followed by a focus on the ideation work. There were two key...

Report on 18 Use Cases for Social CRM

Jeremiah Owyang and Ray Wang from Altimeter Group released their report today on the 18 use cases for Social CRM and provide some ideas and guidelines for how to move forward within the space. They included quite an impressive roster of experts and...

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