Mike Boysen

The Search For SCRM Accidental Community 2.0

Some of you may have heard of the Social CRM Accidental Community if you’ve been following Social CRM. Most of us met on Twitter early last year using the hashtag #SCRM – and while it’s a challenge having a real conversation on Twitter, we...

Social CRM: The Center of Your CRM Strategy – Or A Complete Strategy Itself?

I just got done reading through Altimeter’s new paper entitled Social CRM: The New Rules of Relationship Management. While there is little to argue with regarding Altimeter’s report on the 18 use cases of Social CRM, there are some statements that I feel could...

Social CRM: The Social Media Plugin To Make Businesses Customer-Centric

“Sure, we’re customer-centric”, I hear you saying. “Now, this new social stuff…how can we use it to promote our products?” One of the big dangers, each time a new term is introduced to the world, is the “latching on” that takes place. People and companies...

Two Social CRM Confusions You Can Live Without

For those of you who are not CRM thought leaders, academics or social media companies trying to invade the CRM space, I’d like to hit the reset button and explain a few things – hopefully in terms that the average business person (who’s creating...

Your Secret Is Out – And Now the “Get Customer-Centric Quick” Industry Is Here

As with most things in life, that little secret you knew (and didn’t tell your friends) gets “outed” because something changed. Suddenly, your competitive advantage is exposed to the world – and then Paul Greenberg has to go write a book about it. What...

Is Your CRM Vendor Social?

If your CRM vendor has a website, a blog and an online community powered by Lithium, you probably think they get the whole social thing, right? And if they have the Ideas module installed you’re probably thrilled because now you have a place to...

What’s With The Complicated Social CRM Maturity Models?

Since becoming a reborn CRM consultant – at least how I think about CRM – I’ve always tried to look at a business and figure out where they were, evolution-wise, on the path to true customer-centricity.  Placing a business on this simple linear chart...

What Will Social Relationship Marketing Look Like?

Once in awhile I sit back and try to envision what certain functional CRM pieces might look like in the social world. For instance, what will social relationship marketing look like in contrast to traditional relationship marketing? I look at traditional relationship marketing, perhaps, differently...

The ROI of CRM (and Social CRM)

I will admit up front that I have never seen the ROI of CRM properly defined. Yes, that means that I have never classified it or calculated it for a client to my satisfaction. That said, I can also share with you that I...

The Answer to “Where Are the Social CRM Opportunities” is 42

What else is there to say. As consultants, we now have the answer to finding social CRM opportunities -- especially in the middle market. I'm glad I could help. I'm used to taking great ideas and reverse engineering them. In this case, the ideas only…

The Social Components of CRM Part III

Due to a flurry of Murphy, the Social Components of CRM Part III had to be put on hold. Once things settled down, I didn't feel like writing -- or tweeting, or much of anything except making things with code. That's right, at some point…

Comcast’s Inside-Out Business Process Means A Poor Customer Experience

I've been having my typical Internet, Cable Television and Comcast Digital Voice outages this weekend. Every time the season changes, and the temperatures with it, most of my neighborhood experiences outages. It's really a simple problem. Comcast's infrastructure stinks, at least in my area. Their…

The Social Components of CRM And Their Impact on How Customers Will Do Business...

Well, we got things going with Part I of the impact of the Social Components of CRM. I promised somewhat of a rollercoaster ride as we explore the many perspectives on this concept and we're going to see some more of that right here. But,…

The Social Components of CRM And Their Impact on How Customers Will Do Business...

I asked the expert panel about how they felt the social components of CRM would impact they way customers do business in the future, and how.  Here's the question exactly as I put it.... "Do you feel that the Social components of CRM emerging today…

Small Business CRM – What’s the Problem?

Even though contact management may have been the pre-cursor to the CRM wave, small business CRM seems to have gotten the short end of the stick in a number of ways. First, the whole idea of encapsulating a solution in a box, I contend, set…

Effective Social CRM

My journey from Effective CRM to Effective Social CRM is is a bumpy one, and the destination is unknown. As a believer in a customer-centric business approach, I don't feel a compelling urge to adopt a new term to describe something many of my colleagues…

Are CRM Consultants Leaving Value on the Table?

Or worse, are they taking value away from an unsuspecting client? CRM consultants leaving value on the table is one of my favorite topics to think about because I truly believe, after many years in the "so-called" CRM consulting world, that sometimes CRM consultants are…

The Face of Social CRM Consulting?

CRM Consulting Is To Salesforce Automation As ______ Is To Social CRM With all the hype going on lately, I began wondering what Social CRM consulting might look like. Will it simply be an added service performed by CRM consultants (booooooorrrrring!) Or will it be...

The Social Employee and CRM Incentive Plans

How do we reward employees who engage the Social Customer? The Social Employee and CRM Incentive Plans....one of the many things I've struggled to wrap my mind around over the past few years. The "customer-centric" way of business really poses a number of challenges related...

A Few Question That I Would Ask SRCM Paradigm Supporters

The access to Compuserve may have been limited, but we've continued to have this vehicle ever since. And it's the same concept. The volume is growing but I don't consider that a paradigm shift, just a change in strategy or tactics as any growing...

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