Reinventing Customer Service: Social Media Meets CRM
I was asked to present a workshop on Social CRM for a Federated Press conference called “Reinventing Customer Service”. The premise: Where do social media and CRM intersect to create an enduring and...
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Five Ways to Avoid the $10,000 Tweet
“We don’t need to respond.” “They’re just a troll.” “They’re not an influencer. They’re nobody.” “If we wait long enough, it will all die down eventually.” “Why don’t they call customer service like...
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Social Media Automation, Not Autopilot
There has been a lot of discussion lately about automated posts to social media channels and how those activities somehow miss the “being human” point of social media. I have been evangelizing the use...
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