Here’s one resource you are probably not using to its 100% capacity: your employees. And I don’t mean it in the run-em-into-the-ground-work-around-the-clock kind of way. What I mean is that you are probably not leveraging their knowledge, their passion and enthusiasm or their social capital well enough. How do I know that? Because very few ...

I just came back form the Geo-Loco conference, which is exactly what it sounds like: a conference focused on adoption of and issues around Geo-Location apps and devices, also known as Location-Based Services (LBS). LBS is the breed of apps and features that allow users to "check-in" to a place and earn badges (Foursquare) and ...

I love social media, and I love making sense of things. It was only natural that I was trying to monitor and make sense of the social web even before I got hired by the company formerly known as Biz360. Needless to say, now I can monitor a lot more sources and find a lot ...

I got to attend Gartner Customer 360 Summit this week, which quite honestly impressed me. This is a rare occasion for someone as jaded with conferences as I am. Most conferences I go to typically offer an amazing networking opportunity, but the alarming trend is that quality of content is at a steady decline. There ...

I’ve been observing the rise of an alarming trend in the world of social media: the growth of social media ego. It’s nothing new, as social media’s rise has offered a new way to increase people’s profiles. Some people have truly earned their newfound fame by providing original thought and seeding the community with thought-provoking ...

There has been a healthy discussion around the concept of the Social Customer that I’ve been observing and participating in, and this post was inspired by this particular discussion. Much like the debate around SocialCRM, a lot of the discussion comes down to definitions and terms. So I encourage everyone writing this post to step ...

I read the following blogpost on CustomerThink earlier this week, and it made me think about the importance of strategy. In his article, Lior Arussy says: "At the core of social CRM success must be not the tools but the organizational readiness to act. Both through executives’ readiness to listen and commitment to act combined ...

All of social media was abuzz today with news of the new iPhone. In fact, the new iPhone, iPhone 4, generated 30,000 mentions just today (data collected between 9 a.m. and 6 p.m. PST). Steve Jobs in his keynote announced several groundbreaking features and applications for the new iPhone. I measured the most salient features ...

Social media monitoring and measurement is hard. Knowing what to do with the data, how to respond and how to engage is harder. Being able to scale your response and engagement is even harder. If you are Mom’N’Pop Ice Cream, and you have 300 inbound social media messages per week, you can probably handle them ...

This post was inspired by a discussion over on the CRM Outsiders blog that was in turn inspired by a discussion over on the SocialCRM Pioneers group led by Jeremiah Owyang and Ray Wang. The original question was posed by my pal Mike Fraietta of Jive Software. The issue in question was: What impact does ...