Questions to ask: Social CRM Max Effgen, October 30, 2011 Amazingly my $0.02 on questions you need to answer in mapping out your Social CRM strategy still ring true: Where are your customers? Where do they go when they have issues with your products and services? Is that channel cost effective for you? How open is that conversation? How are…
The C.R.M Iceberg and Social Software Max Effgen, August 12, 2009 Check out The C.R.M Iceberg and Social Software post. Very solid read on the sCRM space by Ross Mayfield at the Socialtext Blog. He makes some interesting points such as people as a platform. In my experience, organizations that have great customer relationships have always fostered information sharing within. Call…