[EN] Cloud growth in Germany (and Europe) to be driven by Collaboration and CRM


We’ve been talking about the cloud for years now. And yes, providers have done plenty to hype it too. But frankly, most customers have been very wary about it, especially in Europe. There are many reasons for that, from fear of job losses in IT to information security. People in many IT departments are far … [EN] Cloud growth in Germany (and Europe) to be driven by Collaboration and CRM weiterlesen

[EN] Social Selling – being a fly on the wall of your customers …


It becomes more and more a hot topic: Social selling, how to use Social Media in your sales cycle to get information on your potential customers, to connect with potential customers, to listen and identify opportunities to influence ... This posting from Mark Fidelman and Jim Keenan Forbes  is great. I wrote up my summary … [EN] Social Selling – being a fly on the wall of your customers … weiterlesen

[EN] SugarCRM becomes the core of IBM’s next-generation CRM » Ovum


IBM has a number of internal transformation projects under way, all of which have been brought into the CIO’s office. One very significant transformation is the move away from a traditional sales approach of micro-managing the sales representatives, toward “social selling”, which leverages a variety of technologies, social and otherwise. When IBM started developing this … [EN] SugarCRM becomes the core of IBM’s next-generation CRM » Ovum weiterlesen

[EN] Customer Experience Management: The Key to Web Strategy in 2012


Customer experience is channel agnostic. In other words customers engage with a business in a variety of ways such as face-to-face, by phone and online — be it on a business website, social media or a mobile device....Using the latest web analytics tools to monitor web activity, including social media, mobile web, e-Marketing, e-Commerce, online … [EN] Customer Experience Management: The Key to Web Strategy in 2012 weiterlesen

[EN] Selling is Dead. The Customer Community Killed it. | The Social Customer


Great posting on how the sales process has changed in the age of Social Business and how and why businesses need to respond: They start their research doing one of two things: they search on Google (for Low- to Medium-Scrutiny products and services) or they talk to their peers (for Heavy-Scrutiny and Intense-Scrutiny products and … [EN] Selling is Dead. The Customer Community Killed it. | The Social Customer weiterlesen

[EN] B2B Websites Become the Ultimate Social Destination | Social Media B2B


B2B Websites Become the Ultimate Social Destination In the consumer world, many companies send their visitors directly to Facebook. This strategy seems to be based on the fact that people are already on Facebook and why should companies encourage them to leave the environment. B2B companies will understand this year that it is more productive … [EN] B2B Websites Become the Ultimate Social Destination | Social Media B2B weiterlesen

[EN] Customer Experience: Social & Web Merge And Become Hyper-Personal


#12. Social & Web Merge And Become Hyper-Personal The idea of “social media” is going away. As social networks merge into our content, we will stop looking at them as separate things, and instead as one, integrated platform. One need only look at the Apache Rave (based on open social) concept to see how social … [EN] Customer Experience: Social & Web Merge And Become Hyper-Personal weiterlesen

[DE] Servicebranche weiß nicht, was Kunden denken – Alzheimer-Syndrom statt personalisierte Dienste | Ich sag mal


Deutschen Unternehmen gelingt es nicht, ihren Kunden einen personalisierten Service zu bieten. So lautet das zentrale Ergebnis einer Umfrage, die von den Marktforschungsunternehmen Vanson Bourne und Opinion Matters im Auftrag von Pegasystems durchgeführt wurde, ... Was davon zu halten ist, erlebe ich bei meinen Hotline-Abenteuern: Defekter Kundenservice und das Alzheimer-Syndrom der Call Center. 50 Prozent … [DE] Servicebranche weiß nicht, was Kunden denken – Alzheimer-Syndrom statt personalisierte Dienste | Ich sag mal weiterlesen

[DE] Social CRM Requires a Commitment to Becoming a Social Business – SugarCRM Sponsor des IBM Social Business JamCamp


Social CRM is really an additional layer on top of the CRM foundation. It requires that commitment to CRM — but it also requires a commitment to becoming a social business, one that embraces the revolution in communications and the shift in the control of the conversation from the business to the customer. via cmswire.com … [DE] Social CRM Requires a Commitment to Becoming a Social Business – SugarCRM Sponsor des IBM Social Business JamCamp weiterlesen

[DE] Wenn Prozesse zur Bürokratie verkommen – Exception Handling im Zeitalter des Social Customer


Wer kennt sie nicht, die Vorschriften und Prozessdefinitionen, die gerade in unserem Zeitalter Call Centern und Kundendienst vorgegeben werden. Ein starres Korsett erlaubt keine Ausnahmen, so sehr diese oft im Sinne von Kundenbindung hilfreich und logisch wären. Die Mitarbeiter werden zu meist resignierten Prozessknechten, selbst wenn sie zu helfen versuchen. Bürokratische Verfahrensanweisungen siegen über Kundenfreundlichkeit … [DE] Wenn Prozesse zur Bürokratie verkommen – Exception Handling im Zeitalter des Social Customer weiterlesen