I was thinking the other day about what comes next after Facebook and Twitter. I looked at interesting initiatives like the Future of Facebook project but I also realised pretty quickly that for the majority or organisations the reality is that...
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All posts for author lbuchana
Left brain and right brain must work together to deliver success in Digital Transformation
By lbuchanaThe words “but of course CRM is not a technology” prompted a collective sigh of relief from the audience. The speaker hadn’t fallen into the trap of committing the ultimate CRM sin and assuming that CRM technology could fix a business problem....
Read moreImproving social media monitoring…
By lbuchanaAs Social Media Monitoring travels through the technology hype cycle it’s clear that many early adopters are experiencing disappointing results. Having heard the stories of start-up businesses like Threadless or GiffGaff harnessing social insight...
Read moreSolid Foundations, Cool Innovations – the importance of CRM to SCRM
By lbuchanaI went to a Gartner CRM conference in London a few years ago where the theme was “Solid Foundations, Cool Innovations”. The theme stuck with me and I think it is even more relevant today given the rapid rise of Social Media, powerful real time...
Read moreAnnouncing the London 2010 “Social CRM Strategies for Business” seminar
By lbuchanaA few months ago I travelled to Atlanta to attend a seminar run by Paul Greenberg entitled “Social CRM Strategies for Business”. This was the second time the event had been run; the first was held in the middle of a snow storm in Washington...
Read moreSocial media monitoring – putting software before vision and strategy
Regular readers of my blog might gasp in horror at the notion of putting software before vision and strategy. I’ve written a number of posts advocating the definition of a vision and strategy before enabling that with people, processes,...
Read moreMeasuring the ROI of Social CRM
By lbuchanaFor some reason ROI is often a dirty word when used in the context of a Social CRM initiative. Metrics are abundant but dollars are often harder to find. It’s easy to point to a metric like number of followers, page impressions, percentage of...
Read moreA business framework and operating model for CRM & Social CRM
There seems to be common agreement within the Social CRM community that the time for debating definitions of Social CRM is over. Most people have accepted Paul Greenberg's stake in the ground post and have now moved on. Turning definitions into...
Read moreLove your Agents
By lbuchanaMost organisations are now trying to make the mind-set shift to “outside-in”. They are thinking from the customer’s perspective about the outcomes that customers are trying to achieve, then working backwards to ensure the effective delivery of...
Read more"Customer to Customer" and the legend of Kachiwachi
By lbuchanaOften I ask clients to describe their multi-channel capabilities. Most start by focussing on the channels that they own and control like their contact centre, their web site, their field sales force. CRM taught us to think that way. But customer's...
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