Month: September 2011

Netflix’s self-made CRM crisis and how Social CRM can help

Netflix, Inc., the provider of online video streaming and DVD by mail service, has fallen from customers’ grace hard and fast. Once a darling of its customers, Netflix management seems to have misjudged the negative impact of price increase and other service changes they announced “unilaterally” this summer and as a result have lost many

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Month: September 2011

Social Media and the Rise of Consumer to Consumer (C2C) Marketing

I have seen several examples of marketers in both,  Business to Business (B2B) and Business to Consumer (B2C) segments, trying to use the same old B2B or B2C strategies when it comes to Social Media marketing. Marketers are failing to take advantage of unique characteristics of Social Networks by not modifying or re-engineering their business

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Month: September 2011

Social CRM Market Size Undervalued?

Gartner, Inc., the Stamford, Connecticut based IT research and advisory firm recently reiterated its guidance that “market for Social CRM is on Pace to Surpass $1 Billion in Revenue by Year-End 2012” (for more, see this). I have seen similar estimates regarding size of Social CRM market from other research and analyst firms in recent past. Such

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