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Capping IT Off
Author Archives: Laurance Buchanan
What comes next after Facebook and Twitter and the challenges of skating to where the puck is going to be
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 thinking about what comes next after Facebook and Twitter might be entirely the wrong question.
Left brain and right brain must work together to deliver success in Digital Transformation
To take advantage of digital and not get out-maneuvered by smaller, more nimble start-ups, left brain and right brain must work together as one. The silo that we built up as a backlash against first generation, technology-centric (failed) CRM, must now be broken down. Of course this doesn’t mean jumping to technology for the sake of technology.
Improving social media monitoring…
As 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 to create real, tangible value (see my post on GiffGaff – a case study of customers in control), many large organizations are often disappointed at the results they are getting from SMM. If you find yourself in the “trough of disillusionment, below are some of the common pitfalls along with some suggestions to improve results and drive value from your investment.
Solid Foundations, Cool Innovations – the importance of CRM to SCRM
I 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 Analytics and Mobile. Those three topics combined put enormous power into the hands of Marketers. They can segment customers at an extremely granular level, send offers to their mobile devices …
Announcing the London 2010 “Social CRM Strategies for Business” seminar
At the end of the event I suggested to Paul that he hold the third seminar in Europe and he kindly agreed. I’m therefore very pleased to announce that Capgemini will host the third “Social CRM Strategies for Business” seminar, in our new London offices in Holborn on November 4th and 5th 2010.
Social 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, technology… See “The Emperor’s new Social CRM clothes” or “How can we prevent a Social CRM bubble”. Both posts focus on the mistakes of the first generation of CRM – technology-centric, inside out, monolithic, lack of CRM vision or strategy… So why on earth did I recently recommend a client look at software before building their vision for Social CRM?
Measuring the ROI of Social CRM
For 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 positive sentiment etc but ultimately all of these are just leading indicators. Every board room I have been in to have asked the tough questions…
A business framework and operating model for CRM & Social CRM
Having got definitions out of the way, I’ve found that clients have responded well to this business framework for CRM and Social CRM as a tool to help them visualise the different components of CRM and SCRM, how they work together and where they should focus their attentions, before looking at tools.
Love your Agents
Last week we launched a new proposition for contact centres with Sword Ciboodle called “Love your Agents”. The aim of the proposition is to recognise that it is the agent that makes the biggest difference to the customer experience in the contact centre.
“Customer to Customer” and the legend of Kachiwachi
Often 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 don’t necessarily abide by those rules. For many customers, peer to peer is often the first channel they use to interact with an organisation…
Winner IT industry blogger of the Year
