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...

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...

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...

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...

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...

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...

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...

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...

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...

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,...

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...

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...

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...

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....

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...

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...

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....

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...

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...

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...

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