Social Commerce Breakdown: How Levi’s and Facebook Prompt Your Friends To Improve Your Buying Experience

In the future, the difference between social networks and corporate websites will be hard to distinguish. [With social recommendations, consumers can auto-populate a ‘shopping cart’ to their friends –even before they’ve logged into the retailer’s website] HP’s social strategist Tony Frosty Welch gestured for me to check out Levi’s recent social moves, his instincts were right, this is unique. Two weeks ago, Facebook announced a crusade in social colonization to spread Facebook across the web, and we’re starting to see Levi’s take advantage of it.  While most brands are only at level 1 of social integration, Levi’s has jumped to level 6 and 7. Screenshot Breakdown: How Facebook Enables Levi’s Social Shopping Awareness (Above Screenshot): Levi’s homepage indicates that it … Continue readingSocial Commerce Breakdown: How Levi’s and Facebook Prompt Your Friends To Improve Your Buying Experience

Social CRM Webinar Part 1: The 5Ms and Marketing Use Cases (Slides and Recording)

The Market Took to the Social CRM Use Cases The Social CRM report by the Altimeter Group is a hit.  Within 30 days it has received over 30,000 views, been touted as the “Most Viral BtoB Report,” and brands and SCRM vendors are aligning their roadmaps with the use cases. There were over 800 registrants for the webinar, and we had nearly 300 attendees, over 135 of the registrants said they wanted to be contacted by a SCRM vendor. All of these numbers indicate that there’s interest in this new market, and we’re glad to help illuminate the pathway. (Update: If you want to give a primer to your CMO, send them my latest Forbes column on the topic) Watch … Continue readingSocial CRM Webinar Part 1: The 5Ms and Marketing Use Cases (Slides and Recording)

Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management

18 Use Cases That Show Business How To Finally Put Customers First Social and CRM: How Companies Will Manage Their Social Relationships Over the last six months, I’ve been working closely with Ray Wang who is well known in the CRM space as an expert.  Coupled with my focus on social technologies we did a deep dive on how our worlds are colliding into the trend to Social CRM.  In our opening webinar when we announced our joining of the firm, we made it clear we’re looking at the holistic business, across multiple business departments –not silos or roles. Companies are unable to scale to keep up with the social phenomenon We know that customers are using these social technologies … Continue readingAltimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management

Matrix: Companies Should Factor ‘Social Influence’ Into Total Customer Value

Case Study: An Influential Mom Blogger Caused Mainstream Crises Popular blogger, Heather Armstrong (@dooce) was dissatisfied with her non-working Maytag appliance.  Following protocol, she called their support number, yet her issue was not solved.  Stonewalled, she argued/warned the support staff that she was on Twitter, yet didn’t receive special assistance.  Escalating further, she then flexed a muscle and told them she had over 1,000,000 Twitter followers –yet the support rep did not budge.  Finally, she blogged and Tweeted against Maytag, initiating a boycott by her followers, “DO NOT BUY MAYTAG” and continues to chronicle her experience on her blog.  While critics suggest she wielded her power with irresponsibility, the point is moot, what matters is her social influence was not … Continue readingMatrix: Companies Should Factor ‘Social Influence’ Into Total Customer Value

Placing Bets On Social Strategy, SCRM, and Mobile in 2010

Above Image: Readers of this blog asked for coverage in Social CRM, Mobile Social Networks, and Community Platforms. This is in alignment with my goals for 2010. First of all, thanks to those who responded to the 2009 Web Strategy survey, the results were telling. One of the questions that I asked was about areas of focus, I’m pleased to hear that the direction readers want me to focus is in alignment with where I’m headed. It’s important to have goals, (even my personal goals to live in Hawaii 30 days a yearlike Operation Bluewater) and I’m happy to share my focus for the coming year. Here’s my baseline topics that I’ve been blogging about, and helping clients through advisory … Continue readingPlacing Bets On Social Strategy, SCRM, and Mobile in 2010

List of Companies Providing Social CRM Offerings

Social CRM: A Growing Segment Yesterday’s post on Social CRM vendors not walking-the-talk raised awareness of this nascent space.  However, not everyone was thrilled with the effort, as CTO John Moore gave us an A for effort but a C- for results, and Kim Kobza, the CEO of Neigborhood America (they were an early adopter) left a comment on John’s post suggesting we missed the mark (also, SAP ‘s passionate team strongly represents).  Although we stand by our scoring, both John and Kim are right, our evaluation yesterday was only on a small subset of the industry, but a manageable starting ground, as we continue to unearth the variety of players. Tracking the Market with an ‘Industry Index’ For a few years … Continue readingList of Companies Providing Social CRM Offerings