Month: November 2010

KLM Surprise: Is it Social CRM?

Here’s a great Social Media Customer Engagement Case Study – Royal Dutch Airlines KLM. KLM has launched a pilot program called KLM Surprise to surprise their customers who check in on Foursquare at one of KLM’s venues at Amsterdam Schipol Airport with a customized gift based on information customers have shared previously on Social Networking sites.  [pullquote]

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Month: November 2010

Social CRM and Customer Advocacy Programs: Case Study

In my previous post titled Loyalty Programs are Passé, how about Customer Advocacy Program?, I highlighted the importance of tracking outbound Word Of Mouth (WOM) on Social Networking sites and designing programs for rewarding Customer Advocacy behaviors like WOM. In this post, I want to elaborate more on the topic and explain how Customer Advocacy Program

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Month: November 2010

Loyalty Programs are Passé, how about Customer Advocacy Program?

Customer Loyalty programs have been around for more than a century and marketing managers have used them very effectively for rewarding loyal customer behavior, especially repeat purchase. According to Gartner, U.S. companies spend more than $1.2 billion per year on customer loyalty programs. It is also estimated that more than 75% of consumers today have at

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Month: November 2010

3 Reasons why you should provide Customer Support on Social Media

Talk to any executive of a large or medium sized company contemplating having customer support on Social Media channels and one of the first question you are likely to hear is But how can we afford it? Well, the right question is Can you afford not having Customer Support on Social Media? Here’s why: [pullquote]Can

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Month: November 2010

A Quick Primer on Social CRM #sCRM

Over the past few weeks, I have received several requests via Twitter, LinkedIn and eMail requesting for information on what is Social CRM and how is it likely to shape CRM and Marketing in months and years ahead. To answer some of these questions, here’s a short list of my blog posts on the subject

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