» Just wait until the iPad is absorbed by Customer Service organizations.
14 hours ago by Michael Maoz from Michael Maoz
Vacation is when I get to be a pure consumer, albeit with an analyst hat (or shades) on. This is the summer of my iPad. Or the two iPads. The first one got filched by my 13 year old inside of two days. So I got another. Life as a traveller will never be the [...]

» Selecting The Right Mix of Customer Self-Service Technologies
15 hours ago by CRM Mastery e-Journal from Jim Berkowitz
Here are several excerpts from an excellent article by Sue Hildreth, Selecting self-service CRM software means looking in many places.  Be sure to check out the complete source article for much more on the six tips outlined below: The types of self-service CRM vary widely — from online virus scanners to community forums to FAQs [...]

» Montblanc Inks a Long-Term Customer Strategy
16 hours ago by Think customers: The 1to1 Blog
When you have 98 percent brand recognition, what do you do? Thrive. Montblanc currently commands 70 percent of the world market in fine writing instruments, according to Jan-Patrick Schmitz, president and CEO of Montblanc N.A. The company has achieved this by focusing on creating deep positioning and meaning in the luxury market instead of targeting everyone who writes, Schmitz said during his ...

» Forrester's James McQuivey: We Are About To Enter The Age Of Experience
19 hours ago by Think customers: The 1to1 Blog
There are rare moments in technology when everything changes. When the entire framework defining how we interact with machines (and consequently, each other) shifts perceptibly. That happened when the TV was invented, it happened when the computer mouse was made available commercially. These kinds of changes forever alter our economics, our social life, and our individual experiences. It's now ab ...

» Why Computers Don’t Matter Anymore
21 hours ago by Small Business Marketing Blog from Duct Tape Marke from John Jantsch
Why Computers Don’t Matter AnymoreThis content from: Duct Tape Marketing Why Computers Don’t Matter AnymoreThis content from: Duct Tape Marketing An event occurred recently that was widely covered in financial and tech circles, but the significance of which may have been lost on most. Apple’s market cap rose slightly above Microsoft’s, making it the largest tech company in ...

» Assigning records to a Queue
1 day ago by Microsoft Dynamics CRM Team Blog from CRM Team Blog
CRM MVP Kuba Skalbania is our guest blogger today. Kuba walks us through the concept of queues and record ownership. As most of you probably know, records owned by any user in Microsoft Dynamics CRM 4.0 can be assigned (‘assign’ action) to other users...(read more)

» The Thing About Analysts - And PR/Marketing Folks
1 day ago by Social CRM: The Conversation Blog RSS | ZDNet from Paul Greenberg
I was reading Ray Wang’s great post on “The 7 Tenets of Building a Star Analyst Firm” and then Vinnie Mirchandani’s  follow up “More Tenets for the Nex Gen Analyst” and it got me to thinking - on a tangent, but on something that might matter to all those PR and marketing people responsible for [...]

» Don’t Let Social Derail Traditional Customer Support Goals
1 day ago by CRM Outsiders from Martin Schneider
This is just a small thought – as I have far too many ideas that are too big for a tweet and not really epic blog material. But looking at Michael Maoz’s recent blog post around customer service vs. social. He makes a great point: good service is a must-have goal of any company and you [...]

» Why Is Simple So Hard
1 day ago by Small Business Marketing Blog from Duct Tape Marke from John Jantsch
Why Is Simple So HardThis content from: Duct Tape Marketing Why Is Simple So HardThis content from: Duct Tape Marketing The other I posed this somewhat trick laden question on Twitter – “Is making something easier to understand dumming it down or smartening it up?” The answers I got were mixed. Some obviously saw that I was suggesting it’s actually harder to make some easy ...

» Hoffman's Hot Seat: Applying Enterprise Feedback Management to Social Media to Glean Customer Insights
1 day ago by Think customers: The 1to1 Blog
Attempts to monitor what customers are saying about your company in social media can often be a hit-or-miss approach. Vovici's Vice President of Research Brian Koma shares his recommendations for using enterprise feedback management tools to help gauge and react to customer sentiment in the social media atmosphere.

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