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Author Archive | Mark Tamis

Social Business Builds Brand Equity

Blog post by on June 27, 2012 Editor's Pick

Social business has mainly been discussed in terms of what it can do for the company in terms of efficiency of Knowledge Management and Sharing and the impact it has on the organization and culture. One of …

Go With The Customer Flow

Blog post by on February 21, 2012 Editor's Pick

An interesting statistic caught my attention about customer interaction through Social Media; these interactions represent only 1% of company-customer interactions, and are expected to grow to 4% in five year’s time in France (Les Echos). In other …

Business Transformation, social CRM, E2.0 & ACM

Blog post by on November 22, 2011 Editor's Pick

Forget all this talk about “Social Business”, “Social Enterprise”, “Social Organization”, “Social XYZ” – your business already is “Social” because by its very nature it consists of people interacting with each to get work done. Collaboration is …

Customer Support and Customer Capabilities

Blog post by on July 19, 2011

When it comes to providing customer support, service is in general provided at the lowest common denominator level regardless of whether the customer is a Rocket Scientist or a Poodle Walker. Segmentation and service differentiation based on …

Putting Social Messaging in Context

Blog post by on June 30, 2011

During his keynote at the Social Business Forum Milan where I participated in a panel, Keith Swenson made the following very interesting observation: in business, the paradigm is moving from a Newtonian model (external observability, smoothness, simple …

Connecting Salesforce and Radian 6

Blog post by on May 10, 2011

It’s been a month since I attended Cloudforce in Paris, followed bythe Radian6 User Conference in Boston – so I thought it would be about time to gather my ideas and impressions and ‘commit them to paper’, …

Social CRM in Retail

Blog post by on March 1, 2011 Editor's Pick

The Edelman Trust Barometer indicated that we trust CEOs and experts more than last year, and that trust in “people like me” slipped down the list. But, when it comes down to it, who do you turn …

Incentivising Online Community Participation

Blog post by on February 14, 2011

The adage concerning online customer communities has it that you should not give monetary rewards or gifts to members, as this is an impediment to to the ‘health’ of the community and keeping it vibrant. Participants would …

Service Agility thru Adaptive Case Management

Blog post by on October 27, 2010

Who hasn’t been there? After waiting 20 minutes on hold with Customer Service, then 15 mins for explaining your problem, the Contact Center Agent says she is really sorry, but can’t do anything about resolving  it because …