Monthly Archives: October 2010

Six Laws of Customer Relations

I do not empathize or sympathize with relations adepts. It is in my belief encounters that matter. But these laws can also be applied to encounters and a good resolution.

Found at Six Laws of Customer Relations- Where to Begin and End | CustomerThink.

Where to Begin and End: With the Six Laws for better Customer Relations

We all know that customer relationship matters, but with all the competing thoughts about how to relate to customers, where does one begin with servicing customers well on the one hand, yet serving the company competently on the other hand?

To be continued at http://www.customerthink.com/blog/six_laws_of_customer_relations_where_to_begin_and_end?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+customerthink+(CustomerThink+-+All+Content

Photocredit: piubici

When Social Goes Wrong: Customer Relations Fiascos (soshable.com)
The Customer Service Paradox: Companies vs. Customer…Guess Who’s Right (fredzimny.wordpress.com)
Social Servicing – A First Step to Social CRM | CustomerThink (fredzimny.wordpress.com)
Resolutions 2011: When Customer Service Advisors Become Advocates… | CustomerThink (fredzimny.wordpress.com)
Laurel Papworth: Making it Simple – The Components of a Social CRM Program (focus.com)
Bertrand Duperrin: Social is a substitute for quality and customers don’t care about you (duperrin.com)
A checklist: Engagement Guidelines for The Social Organization | CustomerThink (fredzimny.wordpress.com)

Posted in CRM, Enterprise 2.0, Social Media, Web 2.0 and Information Technology,, Vision, visionaries, vision things, trends

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Tags: Business, Business Services, Consulting, Customer, Customer Management, Customer relationship management, customerservice, Marketing

The Customer Service Paradox: Companies vs. Customer…Guess Who’s Right

Oct 25

Posted by fredzimny

Found at The Customer Service Paradox: Companies vs. Customer…Guess Who’s Right.

The Customer Service Paradox: Companies vs. Customer…Guess Who’s Right

I was recently at a CRM industry conference where a prominent CEO said that the overwhelming question he is hearing from customers and prospects alike is how can they keep their customers. At this same event, a great panel of customer service executives was asked if there were any specific things that keep them up at night – without hesitation all five panelists said social media.

The reason these two things caught my attention is because the answer to the question the CEO kept hearing probably has a lot to do with the thing keeping the panel of customer service executives up at night. Social channels and how customers are using them to communicate continues to offer both an opportunity to keep them on board longer, and a challenge to be able to effectively engage them with.

To be continued at http://jacada.typepad.com/jacada-blog/2010/10/the-customer-service-paradox-companies-vs-customerguess-whos-right.html

Photocredit: akirasek

Jacada Features Esteban Kolsky in Social CRM Webinar (eon.businesswire.com)
Jacada Announces Brent Leary Webinar (eon.businesswire.com)
Top 5 worst places for customer service (fredzimny.wordpress.com)
Bertrand Duperrin: Social is a substitute for quality and customers don’t care about you (duperrin.com)
Tom Asacker: Customer service is dead! (fredzimny.wordpress.com)

Posted in Vision, visionaries, vision things, trends

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Tags: Atlanta, Brent Leary, Business, Consulting, Customer, Customer relationship management, customerservice, Herzliya, Jacada, Social media

How We Built 4 Pillars of Business Greatness

Oct 24

Posted by fredzimny

Found at How We Built 4 Pillars of Business Greatness | TerryStarbucker.com.

The 4 Pillars of Business Greatness About 3 years ago, after 20 years in the service business, I came to some high level conclusions about what I thought were the core “pillars” of business greatness.

And then, we went about the task of making sure all our teammates knew what they were, and why they were important.

To be continued at

http://www.terrystarbucker.com/2010/10/24/how-we-built-4-pillars-of-business-greatness-and-the-3-keys-that-kept-them-standing/

Photocredit: http://the-bicyclette.tumblr.com/

Resolutions 2011: Authenticity & Business (fredzimny.wordpress.com)

Posted in Vision, visionaries, vision things, trends

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Tags: Business, Free, Georgia-Pacific, Hosting, Howard Schultz, Resolution, Starbucks, Web Design and Development

Gartner’s Top 10 Strategic Technology Trends for 2011

Oct 24

Posted by fredzimny

Found at Gartner’s Top 10 Strategic Technology Trends for 2011 | My Venture Pad.

Is it just me, or is it too early for 2011 top trends lists? I guess Gartner doesn’t think so, because they released their 2011 technology trends list earlier this week.

Some of the more interesting quotes from the list:

Gartner estimates that by the end of 2010, 1.2 billion people will carry handsets capable of rich, mobile commerce providing an ideal environment for the convergence of mobility and the Web.
… by 2013, more than 25 percent of the content that workers see in a day will be dominated by pictures, video or audio.
Gartner predicts that by 2016, social technologies will be integrated with most business applications.

To be continued at http://myventurepad.com/steveking1/55197/gartners-top-10-strategic-technology-trends-2011

Photocredit: http://the-bicyclette.tumblr.com