Sean Wood

Web entrepreneur into creating successful business ideas for the social web. 
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March 8, 2010
 

Social CRM: The New Rules of Relationship Management

Businesses are freaking out.  They know they need to get involved with social media, but they're having a hard time adapting to the  challenges that the social web presents.  Customers now have a voice - and it's loud. 

The way we do business is evolving and companies need to rethink their core processes to remain successful.  This isn't a bad thing though... there are real opportunities in social business design.  Our friends at Altimeter just released this comprehensive look at how businesses can manage their customer relationships in the new reality of the social web.  I definitely suggest you spend some time with this report.

Social CRM: The New Rules of Relationship Management
View more documents from Jeremiah Owyang.


Filed under  //   altimeter   social business   social crm  

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January 26, 2010
 

Social Media Trends for 2010

To Be Successful, Companies Should Focus On Four Key Trends
by Jeremiah Owyang

1) Don’t fondle the hammer. Understand customers, focus on objectives, not develop strategies based on ever-changing tools. Companies really need to understand their customers first, see our recorded webinar to learn more.

2) Live the 80% rule. This is a movement: get your company ready. 80% of success is getting the right organizational model, roles, processes, stakeholders, and teams assembled –only 20% should be focused on technology.

3) Customers don’t care what department you’re in. Customers just want their problem fixed, they don’t care what department you’re in. Yet, now, nearly every department can have a direct relationship with your customers using social tools. As a result, provide customers with a holistic experience Start to investigate how brand monitoring, community tools and CRM systems are merging.

4) Real time is *not* fast enough. Companies cannot scale when it comes to social media, for most companies, you cannot hire enough people to monitor and respond to the conversation, As a result, lean on advocates, by building unpaid armies, and anticipate customer needs through advanced listening techniques.


Filed under  //   altimeter   social media   trends  

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