This is one of those articles that's hard for a guy like me to write, because I place so much value on professional detachment and vendor neutrality. But sometimes my enthusiasm for a company just boils over, and I have to share. I love InfusionSoft. There, I've said it. I've known the… More»
Ed. note: This is the fourth in 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. In this installment, Adam starts a discussion about lifestyle marketing, brand awareness, and the two main shapes… More»
Ed. note: This is the first in a series of excerpts from The Social Customer, the new guide to modern marketing by Adam Metz. Here, Adam discusses the influences that shaped his view of business. It’s possible that many of the readers of this book will understand how I grew up,… More»
I think that a lot of people overlook most of the pre-social CRM books on CRM. As I begin the second half of my new book, The Social Customer (due out next summer), I’ve realized that books like Francis Buttle’s Customer Relationship Management have a lot to offer. In our time… 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»
Man, you’ve gone medieval on us! Altimeter’s Jeremiah Owyang gives a kick-ass breakdown of Facebook’s announcements from today’s f8 conference. I woulda shoulda coulda been there, but doctor appointments and client meetings kept me in the city today.
I’ve been attending CRM conferences for three years, but I’m hardly a veteran in the space. I was, however, introduced to SugarCRM very early on by one of my very first consulting clients, Fred Schoeneman, over at Elmwood Realty & Investments , in Berkeley. What sold Fred on the product… More»
Brian Eno once said that even though hardly anyone bought the Velvet Underground’s albums at the time they first appeared, almost everyone who did formed their own band. The sCRM Summit in Washington DC had a similar vibe. The small conference took place at a snowed-in Westin, a few blocks from… More»
Yes, you read that right. Next week, I'm going down to Salesforce's San Mateo office for the week to take my "ADM201":http://www.google.com/url?sa=t&source=web&ct=res&cd=2&ved=0CBQQFjAB&url=http%3A%2F%2Fwww.salesforce.com%2Fassets%2Fpdf%2Fdatasheets%2FDS_ADM201.pdf&ei=j59US_DWOZOuswPA4MH-Bw&usg=AFQjCNFG5tV116Cvcs5rOE0-CPFvvHWGUw&sig2=es4WXjf9HBP0ldSj-dzRAQ training course and exam. The reason we're doing this is simple. Most of our clients are in the $100-$500M range, and we typically work with medium-sized consumer brands.… More»
Last week was a big week on the social web, especially for large consumer brands. Last Friday, 72 hours after the announcement of Salesforce’s groundbreaking "Chatter":http://adammetz.com/metzmash/salesforce-launches-chatter-full-scale-social-media-for-smbenterprise product (in-house social customer management for SMB/enterprise), Twitter COO Dick Costolo "announced":http://scobleizer.com/2009/11/20/twitter-to-turn-on-advertising-you-will-love-heres-how-supertweet/ that Twitter will turn on an advertising model. According to "TechCrunch":http://www.techcrunch.com/2009/11/20/twitter-ads/… 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»
Here’s a solid mix of analysts, bloggers, brands, and software stakeholders that we’ve been jamming with on Twitter since the Dreamforce Conference began yesterday. Follow them to stay on top of all of the killer sessions and meetings at the conference. 1. DestinationCRM 2. thekenyeung 3. marcbenioff 4. lager 5. marcusnelson 6. rgreenburg 7. Chili_The_Dog (My neighbor… More»
If you want to shadow me and basically attend every session that I attend at the Salesforce Dreamforce conference, my itinerary is here . Expect a ton of courses on social media integration and computer telephony integration (CTI), aimed squarely at consumer brands.
We just published our first article in eHotelier, and it’s a quiz on social customer management. To see how much your hospitality brand knows about managing customer data from the social web, click here .
It’s always exciting when a brand that’s primarily known for enterprise resource planning (ERP) software like Sage comes out with a product aimed at helping small businesses succeed on the social web. The brand has also published a basic guide to the social web, aimed at small business.… More»
Okay, so you want to go to Oracle’s OpenWorld conference, but you only want to get the “social” side of things? Follow this itinerary. You might want to at least grab a ticket , as discounts end this Friday. If you really want to check out most of these specialized… More»
If you live within an hour of the Bay Area, there’s pretty much no excuse not to check out Oracle’s OpenWorld conference. No, they don’t have the Black Crowes playing like some of their competitors do, but they have an amazing price for folks who are just thinking… More»
Hello Fox Rent A Car . I’ve used your services two or three times. In my most recent experience, I had somewhat of a negative experience, which I wrote up on review site Yelp . It looks like one of your employees just contacted me on Yelp, to clarify the situation,… More»
If you’d like to grab a complimentary copy of Thursday’s Twitter Conference Keynote – Ka-Ching! Revenue Strategies with Twitter & Customer Relationship Management Integration – send us an email between now and end-of-day Thursday. We normally sell these presentations for $25, post-event, but we’ll be giving them away for… More»
We’re pleased to announce that I will begin writing a column on social customer relationship management for the popular hospitality sales and marketing website eHotelier . The first column, a quiz on social customer readiness, will be published on October 5th, and articles and columns will appear about once monthly… More»
We have lots of clients who have wanted to explore the mobile platform. Nothing wrong with that. These social/mobile engagements run about $12-50k each — hard cost. Inclusive of administrative soft-cost, (a marketing manager at $70k, working half-time for 2-3 months), we’re talking about a $25k-75k investment. That means that if… More»
Good job, your brand is at the point where it’s getting noticed on the social web. Hits are coming in to your destination web site. Your Attention metric is surging. Hold it. Don’t get over-excited. With growth comes negative reactions too. So what to do? It… More»
I’m the last guy to write a book on community management. I’m not a veteran community manager, but I have frequently designed social spaces on the Internet for large, diverse groups to hang out in, and I’ve seen a number of communities unfold, mostly positively. Recently I had the experience… More»
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