Mitch Lieberman
Mitch Lieberman
Finding patterns and connecting the dots across the enterprise. Holding a strong belief that success is achieved by creating tight alignment between business strategy, stakeholder goals, and customer needs. systems need to be intelligent and course through enterprise systems.
Moving forward, I will be turning my analytical sights on Conversational Systems and Conversational Intelligence. My Goal is to help enterprise executives fine-tune Customer Experiences
Social CRM is not “Dead”; Social Media needs to Evolve
IBM Institute for Business Value has released the second of their two part series "From social media to Social CRM". Just by the title...
The Dynamic Customer Service Experience Framework
Customer Service is not only about one technology; it is about the set of technologies you will need to bring your business into the...
Creating Graceful and Rewarding Customer Service Experiences
The ability to provide customer service excellence is achieved by a harmonious dance between the people, processes and technologies supporting every modern business. These...
Coordination, Collaboration and Co-operation; An Approach to Service Excellence
Customer service excellence is a core value of many customer service organizations, as it should be for yours. Service excellence is achieved by an...
The Importance of Positive Customer Service Experiences
Customer experience is made up of the sum of all interactions and touch points between the people, products and services a company provides and...
Social CRM 2011 Presentation
I wanted to share my presentation from Social CRM 2011. I will be writing a post shortly to go into further depth, but did...
Who Leads the Social CRM Market? – An Analysis
The question was raised on Focus and my answer may have surprised a few people. I started my answer with a disclaimer "I work...
The Perception Gap in Social
Customers do not want a relationship with your business, they want the benefits a relationship can offer to them. I have been stating this...
Is Twitter a Customer Service Platform, Protocol or Channel?
Twitter is an interesting beast, that is for sure. I am sure a few (or more) will suggest that it is none of the...
Where Does SMS Fit in the [Social] World?
I wanted to see if I could write an entire post using an iPhone, for some reason, it seemed an interesting way to think...
A Conversation with a Friend
Earlier this week, I was able to catch-up with friend Graham Hill via Skype. Before you get too far, this is not an...
Klout, The Tinkerbell Effect Remix
The Tinkerbell effect describes those things that exist only because people believe in them (source wikipedia). I wrote a post last spring while...
Jelly Beans and Expectations
Customer expectations are high and organizations are constantly challenged to meet, or dare I say to exceed expectations. Interestingly, I do not think...
Customer Service, Do Not Waste Your Opportunities!
According to Wikipedia, the obvious source for…well, everything, just ask my kids, there is a definition of Customer Service. Wikipedia of course needs sources,...
What Would Einstein Say About Customer Service Complexity?
Nothing. Einstein's theory of relativity, E=MC2, is known by every school child post 4th grade. By 6th grade most school children all are told what...
What To Write, What To Say, Where To Start?
The following appears on the Sword-Ciboodle – UndertheC blog. I am jazzed to start writing again! Since this is my first post since joining Sword-Ciboodle,...
The Changing Culture of the Contact Center
My apologies for the delay in this post, I meant to get it done sooner. As I said in my previous post after the...
CRM, CX, RightNow – A Perspective
It was a great few days at the Broadmoor hotel in Colorado Springs, CO. RightNow invited me to attend their annual, US, user conference...
Building Bridges
This post is a collaborative effort, not interview style, nor highlighting individual perspectives. While attending the VRM+CRM conference, we decided that if we were...
Top 8 Considerations For Evaluating and Deploying CRM
I was invited by Focus.com and Sage SalesLogix to present as part of panel and discussion: CRM in the Cloud: The Top 8 Considerations for Building Brighter...