Month: May 2010

CRM Paradigm Shift

Having watched the CRM (R)evolution for over a decade, I am very excited about the developments that have taken place over the last few years. Four important technological trends have the potential to fundamentally change the way organizations “manage” relationship with their customers and revolutionize CRM. These tech trends are: Social Media Smart Phones/Portable Devices

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Month: May 2010

Month: May 2010

5 Lessons Social CRM can Learn from CRM

I have been implementing CRM Solutions for a decade, having successfully managed many large CRM projects for Fortune 500 companies in the US with high level of client satisfaction. Yes, you read that right – CRM project client satisfaction is not an oxymoron (it can be done and we even won “Best Project” award to prove it,

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Month: May 2010

How IT Services Companies can prepare for Social CRM opportunity

In one of my earlier post, I highlighted the Social CRM opportunity for IT Services Companies. In this post, I want to elaborate further on it by explaining HOW they can leverage this opportunity. First step is to understand how customers of clients are using various Social Media channels (like Facebook or Twitter). And since

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Month: May 2010

Social CRM: M&A deals indicate market consolidation. Who’s Next?

In the past few days, we have seen two major acquisitions in the Social CRM space. First, Attensity Group acquired Social Media Monitoring Leader Biz360 followed by acquisition of social monitoring startup Scout Labs by Lithium Technologies. This signals maturing of Social CRM market as marketers start spending IT and marketing budgets on tools and technology to

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Month: May 2010

Social CRM: Don’t wait for Social Media “Oil Slick”

We all know about the catastrophic “Oil Spill” in the Gulf of Mexico, off Louisiana coast. Looking at the damage to environment and business in the area, one wonders if only we could have prevented it or contained it as soon as oil began leaking. Unfortunately, that is wishful thinking looking at the situation now. Hope

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Month: May 2010

Social CRM: Huge opportunity for IT, BPO Companies

In my previous post titled Rise of Social CRM and how IT & BPO Companies can Profit from it, I have emphasized the importance of Social CRM and how IT and BPO Service Providers can leverage this opportunity. In this post, I want to share statistics that highlight the sheer size of this opportunity. According

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