Tag Archives: Relationship Centric

How the Web Transforms Consumerism and What That Means to Organizations

“The eyes are the mirror of the soul”

The web has changed a lot of things about the way we consume media. It’s flipped our primary communications infrastructure from a one-way, to a two-way flow of information – and that change in the way we communicate is redefining who we are. Businesses and organizations of all types need to understand that their customers and other stakeholders are no ...

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Making Social CRM “Friend Discovery” Real

This is Going to Take Some Work...

“Friend Discovery” is a new idea for Social CRM that connects the Customer Relationship Management (CRM) database in an organization with the social networks of its customers and other stakeholders. This post goes into (even more) detail than my original one, “How Social CRM ‘Friend Discovery’ will Revolutionize the Way Organizations Collaborate.” You’ll want to read that one and possibly ...

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“Friend Discovery” Revolutionizes How Organizations Collaborate

Social CRM is the Intersection of CRM and the Social Graph

Friend Discovery connects an organization's CRM database with the social networks of its customers. That helps customers connect with friends who also care about the organization's work - and that's a game-changer.

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Re-Inventing Collaboration: CRM as Social Technology

But is it?

The systems we use to manage our relationships eventually transform into the systems we use to collaborate with those relationships.

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Engaging Veterans with CRM

If you’re into using technology to engage people in a mission, you’ve gotta check out this very impressive video. This is a friend, Sam Dorman describing a project he worked on with the folks at Biro Creative and Etherios for Iraq and Afghanistan Veterans of America (IAVA). It’s a very sophisticated front-end website that’s built on top of IAVA’s Salesforce.com database. The goal of this ...

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“Third-Order” Engagement

Customers and partners engaging other customers and partners.

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Bridging Weak and Strong Ties

When it comes to social change, the problem with online social networking tools has less to do with the tools themselves - and more to do with how organizations fail to connect their social network organizing with their efforts to deepen their relationships with people. A healthy mix of weak-tie and strong-tie connections and the processes for moving people from the former to the latter is the essence of the Engagement Pyramid and it’s what Malcolm Gladwell is missing in his critique of social networking tools.

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