Mark Tamis

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 Sharing and the impact it has on the organization and culture. One of the aspects of Social Business that so...

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 to grow to 4% in five year's time in France (Les Echos). In other words, 99% of interaction take place...

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 it consists of people interacting with each to get work done. Collaboration is already happening within your ecosystem – between...

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 is a Rocket Scientist or a Poodle Walker. Segmentation and service differentiation based on customer capabilities could potentially help your...

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 business, the paradigm is moving from a Newtonian model (external observability, smoothness, simple rules, predictability) towards a Quantum model (limited...

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 about time to gather my ideas and impressions and 'commit them to paper', so to speak. Especially in the light...

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 the list. But, when it comes down to it, who do you turn to when you want to know how...

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 to to the 'health' of the community and keeping it vibrant. Participants would be motivated only by their gains, and...

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. Although I do not consider myself to be an analyst, I do have some ideas I'd like to share concerning...

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 says she is really sorry, but can’t do anything about resolving  it because something first has to be done by...

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 “McAfee clearly understands the role of IT in creating superior customer value…”, and indeed, I very much agree with this...

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 the objective of optimising business from the inside-out, formalising and streamlining processes and connecting systems, and now with Social Software...

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 spoke with Emanuele Quintarelli of Open Knowledge who organized the event – and he did a very good job 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 – every day seems to add a boatload of new perspectives.  I have been reading some very interesting books about strategies...

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 captialize on the human assets of organisations. To reflect this trend, and to spread awareness and understanding and also 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 large number the world’s thought leaders on Social CRM and market players during a two-day event in a snowed-in Westin Hotel...

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 reassure you – it won’t happen so I won’t try to argue in that sense. All I’ll be talking about...

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 have knowledge and insight about these. Before I used to turn to Google, but it was very difficult to find...

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 Social Learning process. One of the drawbacks of an customer ideation platform/community is that more than 99% of the ideas...

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