Traditional CRM vs social CRM
by Luke Brynley-Jones
Over the past two years Our Social Times has hosted social CRM conferences in London, New York and Paris. It's a fast-growing industry with many specialist themes, but the first question the speakers always get asked is: "How does social CRM differ from traditional CRM?"
Browser usage stats 2011
Did you know 3.0
Published in 2009
China will soon become the number 1 English speaking country in the world
If Facebook were a country it would be the third largest (behind China & India)
Twitter was seeing 50 million tweets per day
There were 31 billion searches on Google every month.
Watch the videa for more interesting facts from 2009...
Did you know 4.0
Published in 2009
Print circulation is down 7 million over the last 25 years
Unique readers of online newspapers is up 30 million
95% of all songs downloaded in 2008 weren't paid for
The average American teenager sends
2,272 text messages per month...
Are you trying to find out what CMS to use? ... CMS Matrix has a comprehensive overview on what's out there!
CIO.com - IT Strategy IDG Contributor Network: Enterprise analytics isn't about competitive advantage
To be "enterprising" is to be eager to undertake or prompt to attempt. To show initiative and be resourceful. These are leadership traits, so to be enterprising is to lead. "Analytics" is how we use data to inform decision-making, in the context of achieving business objectives. These are management practices, so analytics is about management.
"Enterprising Analytics" is about being creative, resourceful and adventurous with decision-making to achieve business objectives. It is about the set of leadership and management practices that need to be in place for an organization to make the most of its analytics investment.
Competitive advantage isn't what we think it is
Competitive advantage used to mean something. For a short period of time and in a limited sense. To read this article in full or to leave a comment, please click here Why you need to develop an immersive security strategy What is immersive security and why it is it important?
Security solutions today are inadequate in part because they do not provide a truly effective experience for consuming security data and analyzing and responding to threats. In this evolving threat landscape, businesses will need to utilize intuitiveness and situational awareness to enable security professionals to really “experience” the data and become more efficient and strategic. Immersive security is a radical approach that utilizes advanced visualization techniques to enable a multidimensional situational awareness of the network. By being ‘in the data’ security professionals are able to better and more quickly understand intelligence in relative context to the rest of their environment. Scott Chasin, CEO and Co-Founder of
ProtectWise , describes what you should know about what constitutes an immersive security strategy. To read this article in full or to leave a comment, please click here Is your service center too dependent on technology?
Service centers have a wide spectrum of goals. At one end are those that emphasize the lowest possible cost per call. They rely on IVR or newer chatbots while making it virtually impossible to talk to a real person. At the other end are those that emphasize customer service. They hire knowledgeable and enthusiastic product evangelists, who then try to persuade internal users to use recently deployed IT services or external customers to purchase additional products.
Given user-provided data, chatbots using natural-language processing can handle many tasks highly efficiently, from resetting passwords to assigning airline seats. But when things go off script — when a user asks a question that isn’t part of the expected interaction or simply has trouble defining the problem — their helpfulness plummets. Over-relying on technology could lead to customer dissatisfaction with your service center.
To read this article in full or to leave a comment, please click here
There was an error retrieving the news feed