Jacob Morgan
Jacob Morgan
I'm a best-selling author, keynote speaker, and futurist who explores what the future of work is going to look like and how to create great experiences so that employees actually want to show up to work. I've written three best-selling books which are: The Employee Experience Advantage (2017), The Future of Work (2014), and The Collaborative Organization (2012).
What or Who is a Consultant and What Makes Them Good?
"A consultant is a person in a position to have some influence over an individual, a group, or an organization, but who has no...
Facebook: The Greatest CRM Platform in the World?
Ok, so it's not exactly a fully fledged CRM system (yet) but when you compare the information you have on a client or lead...
Do You Want Satisfied Customers or Loyal Customers?
I was checking out a Jeffrey Gitomer presentation recently and stumbled on to what is perhaps my new favorite quote to describe the customer...
Here’s to You, the Social Media Manager!
I remember when the "social media manager" role first cropping up years ago but boy has the role changed and evolved overtime. In...
Is Privacy a Lost Cause?
No doubt privacy has been quite a controversial and popular topic as of late, especially when it comes to Facebook. The common thread...
An Algorithmic Versus a Heuristic Business Approach (to Customer Engagement)
I've been reading Dan Pink's book, "Drive," and while I'm only 50 or so pages in, I can say that so far it's a...
Customer and Company Value, You Must Define Both
In my presentations I oftentimes reference a quote from Gartner which says the following: "By 2010 more than half of companies that have established an...
Will CRM Sytems and Listening Tools Become One and the Same?
Call me crazy (as many of you have), but I don't see the separation of "listening tools" and "CRM systems" lasting too much longer....
An Open Letter to CRM and Social Media People
Over the past few months (and perhaps more so over the past few weeks) I've noticed a growing tension between the Customer Relationship Management...
Business Problems that Social CRM Helps Organizations Solve
(White to move and Mate in 2, can you figure out the answer?) There's been a lot of talk about what SCRM is (social customer...
How Do You Define Engagement?
I'm at the Alterian "Engaging Times" conference in Chicago which is full of interesting conversations and people. One of the things that struck...
How I Understand Customer Relationship Management (CRM)
Keep in mind when reading this that my background IS NOT in Customer Relationship Management (CRM), however as someone who is very involved with...
Would You Pay More for Excellent Customer Service?
A key tenant in Social CRM has always been around providing users with a better experience. In addition to delivering a great product...
Are You Looking to Purchase an Enterprise 2.0 Solution? What You Need to Know
I wrote an article for CMS Wire (more on that later) entitled "What Buyers of Enterprise 2.0 Solutions Need to Consider Before Making a...
How CRM and Social Media Evolved to Social CRM
I just arrived at the CRM Evolution conference and last night I attended a pre-show meetup where I had a great conversation with Brian...
How Work is Changing: The Virtual and Mobile Workforce
The way we work has changed dramatically over the past few years. I’m relatively young…turning 27 in a few weeks – yet even...
Implementing Enterprise 2.0 at Intuit, Part Five: Operational Impact and Lessons Learned
This is part five (and the final part) in a multi-part series on how Intuit is implementing Enterprise...
Implementing Enterprise 2.0 at Intuit, Part Four: Technology Adoption and Encouraging Use
This is part four in a multi-part series on how Intuit is implementing Enterprise 2.0 within their organization. ...
New Oldspice Campaign: Social Media or Social CRM?
Hello ladies! (this is only funny if you have seen the Oldspice commercials, otherwise this is a bit awkward for all of us…) Over the...
Implementing Enterprise 2.0 at Intuit, Part Three: Cultural and Organizational Shifts
This is part three in a multi-part series on how Intuit is implementing Enterprise 2.0 within their organization. Part...