Best explanation for social media CRM to date Max Effgen, June 19, 2009 At Cloudforce Seattle yesterday, Salesforce.com gave the best explanation of why you need to monitor social media for CRM, especially in Support/Services. Your customers have already moved there. Do they go to Twitter, Facebook or LinkedIn first to find answers? If so, how do you monitor and answer those questions?… Continue Reading
Cloudforce Seattle Max Effgen, June 18, 2009 Attended Cloudforce Seattle today. Tons of great information and still processing it all. Usual Microsoft jabs by Marc Benioff, but nothing you likely have not muttered yourself. Lots of love for Starbucks and Amazon AWS from the Salesforce CEO. Some highlights: Visual Force, Model–view–controller (MVC) framework for custom user interfaces… Continue Reading
Social Media & Spiceworks Max Effgen, May 22, 2009 For all the talk of Social Media and CRM, it would be wise to take a look at a company that is already “social”. Spiceworks offers free IT management software and the primary users are SMB IT shops. Their model is media advertising around this targeted audience. In effect, they… Continue Reading
Getting the Gist… Max Effgen, May 21, 2009 I have been kicking the tires of Gist and I am very impressed. Gist has recently made some headlines as they scored $6.75M in funding. See here and here. Gist allows you to keep up with your contacts. Twitter, blog postings and even email. Armed with the right information, you… Continue Reading
Is Social Media CRM for everyone? Max Effgen, May 20, 2009 60% of Twitter Users Quit Within the First Month and this should surprise nobody. Social Media takes effort. Your client contacting you for support — and they are unhappy — takes effort. Your sales team takes time and effort to find the right people and relationships in an organization. There… Continue Reading
An offhand conversation… Max Effgen, May 18, 2009 It is interesting how offhand conversations can turn to business. I was asked what I would do first in a CRM service deployment over the weekend. My answer was easy. I would learn what I already know about my customers behind my four walls then I would put it in… Continue Reading
The Wilco Lesson Max Effgen, May 14, 2009 I have been a fan of Wilco back to my post-college years in my hometown of Chicago. That is many, many moons. More than I like to count. Wilco is a talented band and has a dedicated fan base. Very dedicated. I received this e-mail from their list last night…. Continue Reading
User Adoption Max Effgen, May 14, 2009 User adoption is always a challenge for any CRM related project. I had a conversation last night that turned to a CRM project. A lot of very good work had been done on the metrics to measure a new self-service capability. The problem was that next to nothing was done… Continue Reading
DVR to Service CRM? Max Effgen, May 13, 2009 Xangati Helps Employees Visually Explain Trouble Tickets Through DVR Feature Interesting read over at TechCrunch. Will be interesting to see how this technology evolves. Continue Reading
Opinion on Social Media and CRM Max Effgen, May 13, 2009 Social Media has value. The value is in the network effect. It is hard to accept the idea that you need to be into Social Media because the upcoming generation over uses these tools. From Gartner (see CRM & Social Media, with featured Gartner Analyst, Ed Thompson) to venture capital… Continue Reading