Socialcrm12 News & Articles

We didn't believe it could be, but this week contributor Jed Cawthorne showed us that life without SharePoint is possible.

Have you ever had a moment when you heard something so doomed to fail, so absolutely guaranteed to result in catastrophe, that it made you feel for a split second like you were falling?

Accommodating today’s always-connected, app-enabled customers who interact with brands through multiple devices requires turning many of our thoughts about customer service inside-out.

The customer has always been king, but social media -- Facebook, Twitter, texts, chat, forums and email -- have profoundly affected customer expectations, giving them more power and influence and changing customer relationship management in ways we could never have imagined even a decade ago.

Over the last 10 years social technologies have dramatically changed the way we work together and interact with customers. This is having a profound impact on how companies approach customer experience, support and documentation. As the digital social landscape evolves and matures, so must
our innovation and adoption of social tools.

It's that time again, we're only a few hours away from our Socializing Customer Relationship Management Tweet Jam.  We have a great group of panelists lined up to provide their thoughts and insights into how businesses have turned to social media channels to engage and retain their audience.

What is the monetary value of 1,000 Facebook Likes or 900 Twitter followers to a business? Nothing kills the social media love fest faster than the probing mind of a Wall Street fan.

So many business executives inadequately equate the concept of social business transformation with the use of social media. Social collaboration is not just about social media, tools, lean processes and management methodologies. Social collaboration is a mindset that leverages culture, people, process and lastly technology to unlock the full potential of the organization.

Social is such a hot topic these days that it’s understandable that it is the first thing we think of when addressing customer issues. But good business people don’t stop there. 

This session was unusual at a Microsoft SharePoint Conference for two reasons. Firstly, the session was part of the all new “Business” track for non-technical business decision makers. Secondly, it was about Dynamics CRM, and this is the first time I remember the Dynamics products making an appearance at a SharePoint conference.

The more things change, the more they stay the same, right? In customer experience, it’s a bit of both. What remains unchanged is the expectation of getting what you signed up for and hopefully being delighted. What has changed is what delightedness actually means.

By focusing all their customer relations on getting that final transaction, companies are thinking too small.

On Wednesday, November 28th, it will once again be Tweet Jam time. This month we'll be concentrating on Socializing Customer Relationship Management and have lined up a great group of panelists.

CRM + Social = Power. Social media is the latest and greatest tool for customer relationship management, learn how to use it to your advantage.

Time to play catch up for all of you returning home from the SharePoint Conference in Las Vegas. Check out what you've missed this past week.