Social Customer Service: is it worth it or not?

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 can [...]

The real CRM side of listening and monitoring

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 can [...]

CRM Idol: Paul Greenberg EMEA judge interview

Paul Greenberg is the author of the best-selling CRM at the Speed of Light and President of The 56 Group, LLC, a consulting firm focused on CRM and Social CRM strategic services. He is a founding partner of BPT Partners, a training and consulting venture composed of a number of CRM luminaries. Paul is the [...]

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