Month: March 2010

Definition of Social Customer Relationship Management (CRM) – Explained!

In one of my earlier post, I defined Social CRM as follows: Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. Loyalty is defined as attitude towards a brand that inclines a customer to repurchase it and/or recommend it to others. Social CRM and Social

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Month: March 2010

LinkedIn CEO on the Professional Network and Going Public

Excellent interview with LinkedIn CEO Jeff Weiner by Jon Fortt and Michael Copeland of Fortune magazine. Some of the more interesting points mentioned by Jeff are: Currently LinkedIn is used by 60+ Million professionals out of estimated 500 Million professionals world-wide LinkedIn is profitable (rare for a valley start-up these days), so far raised close to

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Month: March 2010

How Customer Engagement will determine winning brands in Social Era

In recent months, a lot has been written about how Social Media channels are different from “traditional” media channels like Print, Radio, TV and about the importance of Social Media in marketing. I think the biggest argument in favor of Social Media is that it provides great tools for “engaging” the customer. Unlike traditional media

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Month: March 2010

Reasons why Foursquare is the hottest Social Network on the web

Foursquare, the hottest Social Network on the web turned one yesterday. Hard to believe that its been around for just 365 days and still boasts of half a million users, 1.4 million venues, 15.5 million check-ins and is growing exponentially by the day if not by the hour! (see this excellent Hitwise Intelligence report for

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Month: March 2010

Secret of Ford’s Social Media Success

Ford Motor Company is among a handful of large corporations with many successful Social Media initiatives. One of Ford’s most successful Social Media initiative is a called The Ford Story. This is a website that aggregates Ford’s social web participation along with what others are saying about Ford’s brands. Few other examples of successful Social

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Month: March 2010

What if James Cameron directs Avatar like movie on Social CRM ….

James Cameron has written and directed many blockbuster movies including The Terminator, Aliens, The Abyss, Terminator 2: Judgment Day, Titanic, and most recently Avatar. In this excellent TED Talk, James Cameron describes his childhood fascination with the fantastic — from reading Sci-Fi to deep-sea diving, and how it contributed to success of his blockbuster hits “Aliens,”

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Month: March 2010

Social CRM: Take the Leap of Faith

In recent months, several publications, analysts and bloggers have highlighted the importance of Social Media and the need for allocating resources for Social CRM initiatives. I have published several blog posts on the subject and some of them are listed below: When it comes to Social Media, CEOs and CMOs should lead from the front

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Month: March 2010

Perfect Tango: Social Media and Smart Phones

The next step in evolution of mobile phone from “simple” telephones to mobile multi-media communication hub is social networking access via mobile browser and apps. This is going to be one of the big stories over the next couple of years that will fuel exponential increase in Social Networking Sites and their user base. It

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