Social CRM

"The secret of success is sincerity. Once you can fake that you've got it made." This quote, often bandied about, is attributed to Jean Giraudoux (1882-1944), who was a French diplomat, dramatist and novelist. And, judging by his best-remembered quote, kind of a jerk. I'm not saying this specificall...

When I go to CRM conferences -- and I go to many -- one of the things I relish is the opportunity to speak to leaders about thinking surrounding social CRM. That group is not limited to the pundits and authors most closely associated with SCRM; it also includes users at these events who have reached...

In the UK, supermarket chain Tesco is being pounded right now in social media channels because it's refusing to honor an erroneous online advertisement offering new iPads for about $65. The offer went viral, and now the backlash is viral, too. How Tesco responds will tell the tale. I'd recommend a s...

Yammer announced an impressive $85 million financing recently. You might already know that Yammer provides enterprise social networks, the kind of collaborative spaces that enable employees to "swarm" on issues to achieve resolution or deal with a customer issue, for instance. Yammer claims that mo...

Avaya has provided a sneak preview of several healthcare IT-based mobile applications it will be rolling out later this year. These include Avaya Mobile Activity Assistant, Avaya Flare Communicator for iPad, and other collaborative service offerings in telehealth and social media. Healthcare is one ...

Nimble has introduced a new Software as a Service social CRM platform designed to enable social engagement. Nimble 2.0 empowers companies to get closer to their customers through listening and engagement, helping them turn their social communities into customers for life, according to the company. F...

My childhood birthdays and Christmases had a few eternally repeated phrases associated with them: "Happy Birthday," "Merry Christmas," and "He'll grow into it." The latter one was always perplexing to me. The volume of oversized clothing I received as a kid from aunts, grandparents and family frien...

Last week Oracle bought the HR SaaS company Taleo for $1.9 billion, which to me means it's time to do you-know-what to the fire and call in the dogs. This hunt is officially over and out. The hunt in question is for legitimacy and primacy of the SaaS and cloud computing model. Many people would ar...

There's been a lot of activity on the Web and in our industry in the last week, and I thought it might be fun to try and tie at least some of it together. Much of it in one way or another involves Facebook -- or "FB," as the proposed ticker symbol suggests. It's widely assumed that its IPO will mak...

Microsoft has taken the wraps off of its forthcoming service update to Microsoft Dynamics CRM, which will be released in Q2 2012. The service update will build on Microsoft's rollouts last year in such areas as social CRM and mobile. "We are on the path to deliver a significant new set of capabiliti...