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Talking to Your Tribe March 17, 2010 
I recently read Tribes by Seth Godin and I think it might hold some clues to the future of CRM. Godin is a business blogger and author of more than a dozen books with titles like Permission Marketing and Purple Cow. He's not about the status quo, he's all over change and leadership like a junkyard dog.
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Facebook Traffic: A Whole Lot of Hustle but Not Much Flow March 17, 2010 
Facebook, thanks to its 400 million status-updating, link-sharing, asparagus-farming, party picture-posting denizens, has risen to the top of the Internet heap once again, surpassing -- at least according to one ranking -- search giant Google in total U.S. visitors for the third time this year.
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Twitter Flies the Coop March 16, 2010 
Twitter has announced it will be rolling out @anywhere, a new platform that will allow certain partner Web sites -- including Amazon, Bing, Citysearch, Digg and eBay -- to link to Twitter. The new service will let Twitter users send and receive messages while they are on a partner site. It will also allow users to follow a string of related tweets without leaving the site.
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Is the Chatroulette Sleazefest Giving Video Chat a Bad Name? March 15, 2010 
It's a good bet that when "The Daily Show's" Jon Stewart spends six minutes making uber-ironic fun of a particular trend or topic, it's pretty much arrived as a legitimate Mainstream Media Phenomenon. Such was the case recently with Stewart's hilarious deconstruction of Chatroulette the Web site that facilitates random video chat conversations.
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Old Dogs, a Straying Audience and New Media Tricks March 12, 2010 
The U.S. Census Bureau has started mailing out its forms, so I would like to take this opportunity to announce a new demographic category for those of us who will be writing "journalist" in the "occupation" box: Old New Media Dogs. T-shirts and business cards are forthcoming.
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Social CRM's Point of First Impact March 11, 2010 
Service is becoming perhaps the most important leg of CRM. It's not just me saying it -- it's many others, including Paul Greenberg, who literally wrote the book on CRM. With the economy in the state it's in, that makes sense; keeping the customers you already have has never been more important. However, service has some internal cultural hurdles to clear before it gets the respect it deserves.
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Sour Grapes, Part Deux: SXSW Shows New Media Its True Colors March 05, 2010 
"OMG, somebody call the Waaaambulance!" went a comment on last week's column about South by Southwest. I had prepared myself for reader snark following my "it's all about me" piece regarding SXSW's denial of my complimentary press credential request. What truly surprised me, however, was the strength of a single tweet about the column.
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Software AG Brings Social Networking to BPM March 04, 2010 
Software AG has developed a vertical social networking and collaboration platform that for the BPM industry. Now in open beta, ARISalign is built on Amazon's Web Services and equipped with modeling capabilities, as well as virtual versions of tools typically used by process experts, said Matt Durham, VP of market development.
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Is Sony Playing a Dangerous Game With PS3 Customers? March 03, 2010 
Gaming companies like Sony, Nintendo and Microsoft ask a lot of their customers. Every few years, they are encouraged by the companies to spend a few hundred bucks to upgrade to a fancy new console. But as far as I can recall, only Sony has ever asked its fans to not play those consoles.
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Facebook's News Feed Patent Lock - Vaguely Menacing? March 01, 2010 
Facebook last week won the right to call the news feed its very own. Patent 7,699,123 was issued by the U.S. Patent Office last Tuesday to CEO Mark Zuckerberg and seven other Facebook executives. It's described as a method for displaying a news feed in a social network environment.
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A Sour-Grapes Special: SXSW Snubs ECT and Me February 26, 2010 
Austin, Texas, is the home of the annual South by Southwest Festival, which in 23 years has grown from a music-only celebration featuring a few Sixth Street bars, a handful of bands and lots of Shiner Bock beer, into a two-week, multi-media extravaganza featuring hundreds of Next New Thing musicians, filmmakers and technology movers/shakers -- and lots of Shiner Bock beer.
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Location-Aware Social Nets: Lights On, Nobody Home February 25, 2010 
Last week, Dutch group Forthehack launched PleaseRobMe, a site meant to expose the danger of location-based social networks such as Foursquare, BrightKite, Gowalla, and Google Buzz. Basically, PleaseRobMe says that every time someone posts his location in a location-based social network, that person is publicly announcing that he is not home, which could be taken to mean, no one is home.
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Social CRM: Walk Before You Run February 25, 2010
Had a meteor hit the Dulles Westin outside of Washington, D.C., two weeks ago, it would have set social CRM back 10 years. That meteor, in addition to melting a lot of snow, would have vaporized in a trice the vast majority of the world's serious thinkers on the topic of social CRM.
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The Trouble With Augmented Reality and Other Cool Tech February 24, 2010 
Clearly, exponentially growing technologies are set to change social communications, bringing up a number of touchy privacy and control questions. This year's TED conference showcased a wide variety of gadgets and ideas, one of the most interesting being Microsoft's new "augmented reality" mapping technology.
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Is Google the Next Microsoft and Microsoft the Next Apple? February 22, 2010 
This past week, two rather interesting events got me thinking about how Apple, Google and Microsoft seem to be changing places. Microsoft announced Windows Phone Series 7, and Google announced Buzz (also known as "Buzz Kill") into the market. Microsoft kind of pulled an Apple with this, in that it stepped away from the field and created something distinctly different and potentially more capable.
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Search Marketing 2010: Everyone Will Have to Work Harder February 22, 2010 
Search marketing will undergo many changes in 2010, according to marketing agency Greenlight. Among other things, Facebook will have to offer better ad tracking, mobile search will take off, and Google will rethink incorporating Twitter search data into its real-time search results as well as include video content in page relevancy scores.
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