Ed. note: This is part of a series of excerpts from The Social Customer, the new guide to social customer acquisition, monetization, and retention by Adam Metz. For the first entry, go here. This installment begins Chapter 13: Social CRM Strategy. Adam discusses the importance of a social media management system. Now that… More»
Ed. note: This is part of a series of excerpts from The Social Customer, the new guide to social customer acquisition, monetization, and retention by Adam Metz. For the first entry, go here. This installment begins Chapter 12: The Methodology. Adam shows his roots via Li and Bernoff. The Social CRM methodology all… More»
Ed. note: This is part of a series of excerpts from The Social Customer, the new guide to social customer acquisition, monetization, and retention by Adam Metz. For the first entry, go here. This installment continues Chapter 11: Metrics and Rationale. Adam reviews the history of the social Web, with a glimpse… More»
Ed. note: This is part of a series of excerpts from The Social Customer, the new guide to social customer acquisition, monetization, and retention by Adam Metz. For the first entry, go here. This installment begins Chapter 11: Metrics and Rationale. Adam begins to explain how to interpret your organization's needs for… More»
Ed. note: This is part of a series of excerpts from The Social Customer, the new guide to social customer acquisition, monetization, and retention by Adam Metz. For the first entry, go here. This installment finishes up Chapter 10: Seamless Customer Experience. Adam shares some thoughts behind the concept of the 23… More»
To find the first part of this post, check out yesterday's post. Middleware Brands use middleware to automate work flows and apply business rules to events from the social Web. Also, if your brand wants to make things happen (book events, process returns) across multiple systems, middleware is going to be a… More»
BREAKING DOWN SOCIAL CUSTOMER INSIGHTS: THE FIVE Ms OF SOCIAL CRM Before we get into granular specifics use cases, and what each of them looks like on a day-to-day basis, let’s break down the foundation, the Five Ms of Social CRM, so you understand Social Customer Insights and the baseline use… More»
Case Study: Tropicana Orange Juice Tropicana Orange Juice, part of the PepsiCo brand family, learned the hard way, in January 2009, that not engaging the social customer could be very costly. The brand launched a full-scale package redesign, replacing their decades-old “straw in an orange” packaging with a minimalist, sans-serif design.… More»
You know this is a short history, so you won't have to buckle in for more than 350 words, here. I promise. I've seen a million blog posts on social this and social that - social retail, social giving, social ice cream - you name it. Well, here's a brief history… More»
If there’s one question I constantly get asked about my social media analytics models and workflows, it’s this one: “Who do you follow in the analytics space, and which books do you like ?” I don’t like to refer to anyone as a “guru” per se (I don’t really dig the… More»
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