Customer Service Agent, I don’t need you.

Ok, it’s a provocation. We’ll always need human intervention with complex problems but the aim of this article is to argue about social and self services. I don’t know you but I’ve always thought and seen that 90% of the times people have a problem, they just give a huge relevance to resolution time. That’s [...]

Back to the future of CRM?

  You know what? It’s strange but in few days I’ve read two really interesting posts written by well-known CRM experts Mark Tamis and Laurence Buchanan about how Social CRM topic maybe is biasing the real-life business strategies, channeling too much interest and money on a small amount of people who maybe are not worth [...]

Dal CRM al Social CRM

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 campagna [...]

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