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»
PEER-TO-PEER UNPAID ARMIES (NUMBER 15) What Is It? This one has a bit in common with Social Pull-Through Marketing, because when brands use P2P Unpaid Armies, they’re cultivating groups of advocates to “march” on behalf of the brand. Let’s face it: these customers and advocates, collectively, know more about the brand than… 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»
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 1: The Brand As A Social Object and the Business Case for Social CRM. Adam… More»
The last few weeks have been pretty funky in the sales and marketing space. Salesforce CEO Marc Benioff got basically booted from Oracle’s OpenWorld conference. Small-business software company Hubspot in a karaoke RV, proclaiming responsibility for a continent-wide unicorn shortage, and touting videos of profanity-spewing cartoon unicorns. Although this was… More»
I had an email chain with my dad, Phil Metz, a veteran management consultant (and now a VP-level solar energy executive), and here's what he had to say on the state of social business, in late 2010. Here's some super-sharp insight. Thanks, Dad. My impression -- definitely anecdotal but I'll… More»
I get asked this question all the time: “Who should I follow in Social Customer Relationship Management (social CRM)?” So, I created a Twitter list, SocialCRMMasterminds . I took the name from Napoleon Hill’s “Think And Grow Rich,” from his master-mind group. Well, the other night, I took a moment to devise… More»
Very few people know this, but for about six weeks, in late 2006, I was employed at a Berkeley video store, located in the Elmwood neighborhood. My consulting practice, at the time, was very new, and I wanted to pick up an extra thousand bucks a month, just to pay… More»
I was sitting in front of Stacks, a Burlingame, California pancake house, this past Sunday morning, with my dad. We were talking about the notion of social enterprise resource planning, and what it might look like. He works for a big solar company that sells solar facilities to gigantic businesses… More»
When MetzMash launched nearly two and a half years ago, in Summer 2007, it was my third blog. I'd previously had a music blog, Megalomania (2003-2006) and a mobile technology blog, Viper Education (possibly my worst-named project, ever, even if the content was pretty good). The very first aggregator that… More»
I’m sitting in my first workshop of the day, Social Innovation In The Cloud (yes, I slept through my two 7:30s, but I’ll catch the replay). This session is largely populated by non-profits who are using cloud-based applications, workflow and CRM (for fundraising). We began with James Bullard, the director of… More»
If Pink Floyd ran an enterprise software company, it would be Salesforce. If Pink Floyd’s crazed fans ran a social sales and customer service platform, it probably look something like Salesforce Chatter. At about 11:30 a.m. this morning, Salesforce founder and CEO Marc Benioff announced Chatter, a social collaboration platform.… More»
In my last post , I mentioned how I especially liked the techniques of embracing press negativity while bringing in new and/or “offline” (inactives ) users and customers. For some reason that struck a chord with many readers and I received numerous questions and requests for more ideas on… More»
I know, I know. It seems like our clients blow my mind every day. But it really happens when we work together to break new ground and drive engagement on the social web. Chris Clark , the Director of Marketing at the San Francisco Convention & Visitor’s Bureau, made… More»
Yesterday, some really crummy hackers got into the personal accounts of some of the Twitter founders. PR Week’s Aarti Shah (SF Bureau Chief) gave us a ring to talk about it. The scoop is here , and she also got the chance to check in with some real cool… More»
I promise, gentle readers, I won’t waste your time with a Netflix advertisement. This is truly a teachable moment, complete with vocabulary words, highlighted in boldface type. I am a sucker for two things in an Internet-delivered service: (1) good UI/UX (user interface/user experience) and (2) truly honest workflows that deliver… More»
It would be super-easy for me to write a post talking about consumer tech brands that have leveraged MySpace’s Data Availability standard (to allow MySpace users to merge their MySpace profiles with branded content). I could just cite sites like Photobucket, Flixster and Eventful [via Adam Ostrow’s Mashable piece]. Ad/widget… More»
Social Media Links