Mark Tamis
Mark Tamis
Parisian Dutchman with Enterprise 2.0 and BPM background. VP of Customer Success, EMEA. Excited by potential of Social CRM as an organisational change agent!
Social Business Builds Brand Equity
Social business has mainly been discussed in terms of what it can do for the company in terms of efficiency of Knowledge Management and...
Go With The Customer Flow
An interesting statistic caught my attention about customer interaction through Social Media; these interactions represent only 1% of company-customer interactions, and are expected...
Business Transformation, social CRM, E2.0 & ACM
Forget all this talk about "Social Business", "Social Enterprise", "Social Organization", "Social XYZ" – your business already is "Social" because by its very nature...
Customer Support and Customer Capabilities
When it comes to providing customer support, service is in general provided at the lowest common denominator level regardless of whether the customer...
Putting Social Messaging in Context
During his keynote at the Social Business Forum Milan where I participated in a panel, Keith Swenson made the following very interesting observation: in...
Connecting Salesforce and Radian 6
It's been a month since I attended Cloudforce in Paris, followed bythe Radian6 User Conference in Boston – so I thought it would be...
Social CRM in Retail
The Edelman Trust Barometer indicated that we trust CEOs and experts more than last year, and that trust in "people like me" slipped down...
Incentivising Online Community Participation
The adage concerning online customer communities has it that you should not give monetary rewards or gifts to members, as this is an impediment...
Customer Insights, Collaboration, and Cloud in 2011
It's that time of the year again, when we look back to the past and try to project what will happen in the future....
Service Agility thru Adaptive Case Management
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...
Enterprise 2.0 And The Different Flavours of Social CRM
Social CRM and Enterprise 2.0 are a natural fit. In an endorsement for the Enterprise 2.0 book, Leo Apotheker (now heading HP) said that...
Customer Enablement Technology
Enterprise Software Vendors have always focused on their enterprise clients’ needs when concocting their products. SFA, SCM, CRM, ERM, were all developed with...
Enterprise 2.0 and Social CRM Converge towards the Collaborative Enterprise
At the Enterprise 2.0 Conference in Milan where Esteban Kolsky and I presented the “The New Era of Customer Engagement with Social CRM“, I...
Data-Driven Social CRM
As I read and exchange more with my friends of the Accidental Community and others ”in real life” & through Twitter, my ideas seem to evolve constantly...
Enterprise 2.0 Boston Bait and Switch
Enterprise 2.0 concepts and tools are gaining more and more traction in “mainstream” Business Practices as this is seen as a good way to...
Social CRM and Social Business
Last week had the privilege of attending the CRM Seminar on “Social CRM for Business” organised by BPT Partners, where Paul Greenberg managed to attract a...
Rethinking Sales in a SCRM Strategy
Before you start thinking “where the heck is he going to go with this, does he want us to ditch our Sales people?”, let me...
What I’ve discovered about Twitter
Twitter has become quite centtral in the way that I go out and research subjects that interest me, and to exchange with people that...
Social Learning and Customer Engagement
One of the approaches to improving Customer Engagement and Experiences I’d like to explore is the potential to include customers, partners and suppliers in the...