United Airlines has hardly been a paradigm of excellent customer service. Most of the time they do what could only be called a nasty job of it. However, once in awhile, in adverse circumstances, in context, they get it right and it becomes a lesson in how to do something successfully.
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.
A little over a month I challenged a number of technology vendors who had shifted their messaging to customer experience from something else to customer experience to show me how they could defend that transition - to show me how it was more than hot air - smoke and mirrors. So far Get Satisfaction and now SAP have met the challenge. Read it. SAP more than answered it.
A month ago, I issued a challenge to companies that were claiming to be customer experience platforms and applications who had changed their messaging relatively abruptly. I gave them the opportunity to state their case. Get Satisfaction's Jeff Nolan is the first to rise to the challenge.
CRM Idol 2012, going on since April, has been a great ride for more than 60 companies. But we are down to the wire; it's time for the finalists to be judged and the winners to be picked.
There are a lot of technology vendors claiming to be focused on customer experience where several months ago they were CRM or EFM or Customer Service or something else. Now they are either changed companies or just jumping on a trend bandwagon without substance. Sometimes they are denigrating what they proudly claimed to be a few months ago. Here's their chance to prove their claim.
CRM Watchlist 2013 is underway - at least the registrations are. But we are also 5+ weeks out before the final submissions are due. One last reminder for everyone - at least via blogs.
In Part 1, I looked at salesforce.com, Marc Benioff and their vision as salesforce's greatest asset. Here, within that context, I'm looking at the products and the technology ecosystem. As compelling as it is, there is a lot to be done yet.
Dreamforce 2012, a.k.a. Dreamforce X, the annual nodal point and Hollywood(like) bash run by salesforce.com was bigger and better this year than ever. Thing is, that isn't just a comment on its coolness - though it was that, without any doubt at all. Without a single super-dramatic announcement, this may have been the most dramatic and most important Dreamforce ever.
There were 10 companies that made the 6 months review list for CRM Watchlist 2012. Now, 8 months later, here's the final decision and discussion of who made the CRM Watchlist 2012 and a 1/2 - or not.
What to do when you realize influencer monogamy doesn’t work and you need to have and maintain multiple relationships.