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In the spirit of my personal discoveries on Twitter, I would also like to share with you my top-posts of 2009, by number of reads that is. I say “in the spirit of” not only because Twitter seems to be an important way to distribute the posts, but also because most of the people I engage with through Twitter have played significant roles in the development of my thinking. Most of the posts in the Top 5 mark a turning point or personal tipping point in thinking and connecting different topics with regard to Customer centric strategy. Most of them are also received some extensive comments and discussions. So, I can say that I am proud of this top 5.

Here they are, counting down:

#5: Co-creation comes in different shades and is used these days in marketing-concepts, innovation, customer services, product development etcetera. I now think that Co-creation is at the center of Social CRM and Social Business, since in essence it is about collaboration. Lot’s of people brought in some very valuable viewpoints in the comments.

My Personal Definition of Value Co-Creation

#4 is a rant on the current widely used measurement practice in Customer Services and Customer Contact Centers, based on the dogma that What Gets Measured gets Managed. Nothing shocking for most, yet recognizable I guess, based on the number of reads and the comments.

Are your Customer Service Metrics Aligned with Customer Needs

#3 is about how to tackle decision making when there are lot’s of uncertainties. When this is the case, like it is in implementing a Social CRM Strategy, I think it makes sense to develop a portfolio of so-called real-options. What that means, can be read in this post.

The Path to Social CRM: Do you have a Portfolio of Real-Options

#2 post came before the #3 post, chronologically that is. I have been discussion this year mostly about the impact of Social Media and the underlying paradigm shift on Customer Relationship Management. Writing down a strategy framework statement, based on answering three basic “W”-questions helped me tremendously in wrapping my head around things. Also a post with more than significant value in the comments.

What A Social CRM Strategy is All About

#1 has a very poor title, but still it came in number one. I’m specifically happy that this post turned number one, since it was posted only a little over a month ago. Moreover it is combining and connecting topics such as Value Co-Creation, Social CRM and Service Dominant Logic. Last but not least: it also contains an updated version of the Social CRM Strategy Framework Statement of the previous post.

Service Logic and the Implications for a New Social CRM Logic

That’s it. Thx for reading and please let me know what you think by leaving me a comment.

Wim Rampen

Republished with author's permission from original post.


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