Dal CRM al Social CRM

Tweet Ebbene sì, sono passati quasi due mesi dal mio ultimo post; it’s my fault. Per farmi perdonare voglio condividere con voi una presentazione che ho utilizzato per un mio intervento all’interno del workshop “Social Brand & Community Management:progettare e gestire le relazioni nei nuovi mercati conversazionali” organizzato da Digital Accademia nella splendida cornice della [...]

Social Customer Service: is it worth it or not?

Tweet Let me explain my personal perspective about this topic cause I see a lot of focus on the importance of providing an innovative customer service program through social media trying to give an alternative to the traditional one provided by “obsolete” contact center. I recently read a really well-done report by Strategic Contact (you [...]

The real CRM side of listening and monitoring

Tweet I don’t want to say anything but the obvious. Even if it’s difficult to find lots of posts or articles in which you can read explicitly what I’m going to analyze. As you know I dealt with listening activity and its essential role in a Social CRM strategy (just to refresh your memory you [...]

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