Paul Greenberg has an interesting post in which he puts a stake in the ground in defining Social CRM (sCRM). There’s a lot to take in from that post, but here’s his relatively compact definition: “CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer ...

Woke up today thinking about novelty.  I had just been dreaming about some novelty store and it got me thinking… Why is it that people care about news from some organizations and not from others? One reason, I’d suggest, relates to an idea I’ll call “transitive novelty.”  The idea is pretty simple. I have some innovation that helps you be ...