My bud and CRM thought leader Brent Leary posted on the fallacy of assuming the number of Twitter followers equals real influence in any way early last week. This got me to thinking.
Social CRM: The Conversation
Paul Greenberg focuses on not only what CRM is but where its going in this blog on CRM strategy, technology, stories, companies and personalities.
In addition to being the author of the best-selling "CRM at the Speed of Light: Social CRM Strategies, Tools, and Techniques for Engaging Your Customers," Paul Greenberg is President of The 56 Group, LLC.
There's no doubt in my mind NBC Universal had to do something given their falling ratings. The former kings of Thursday night TV not only sold themselves to Comcast, who, aside from Frank Eliason's superb rock star group of customer service people, sit near the bottom of customer service experience ratings all the time, but they are in the midst of probably what was the worst handling of a crisis of stars on late night TV ever, if not all times of TV.
Me: Every now and then, there is a story that's worth telling about business or, more accurately, the people who compose a business. What makes the story I'm about to have you listen to even more interesting is that this company, David's Bridal, a client of mine for 8 years, has what we are going to hear about what is called "random acts of kindness" built into the strategy.
As you well know, I'm not a big fan of the frantic efforts of Facebook to treat its members like assets rather than like customers. The problem is that while it might be nice to attribute all their errors to the blinding desire of Marc Zuckerberg to capture revenue in some way - including using members like poker chips - it really isn't just that.
Okay my compadres, on Monday you had a strong taste of Brent Leary's good stuff on small business CRM. Now we move on to Part B of his stuff, closing the loop on the SMB market place.
A Final Guest CRM Watchlist - Hey Yo To Brent Leary(Brent Leary, who is both a Social CRM guru and a great friend has graciously done a post on the companies to watch for 2010 when it comes to the small and medium business space. He was clearly trying to outdo me because his post is so big that it has to be split into two pieces.
6 Okay, this is the final installment of the CRM 2010 Watchlist from me, though you will be seeing one from Brent Leary on the SMB Social CRM companies to watch in 2010 in the next couple of days. But I'm, "wore out.
Okay, to recap. We've so far done the following watchlist parts:Part I - The Big 4 - Microsoft, SAP, Oracle, salesforce.
This thing is so big that I have to split the posts. You saw my choices on Monday in Part IIA, now here's the rest of them - Cognizant, Eloqua, Sword-Ciboodle, SAS, SugarCRM, Helpstream and Aplicor.
Okay, you saw what I think about the Four Bad Boys of CRM the other day. Now onto the next not-really-a-tier tier.