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Tobias Brenner

5 Lessons Social CRM can Learn from CRM | Dr. Harish Kotadia - 0 views

hkotadia.com/...2411

wiki enterprise2.0 social crm strategy

shared by Tobias Brenner on 05 Sep 10 - Cached
  • Lesson 1: Social CRM is a Strategy Social CRM is a business strategy, it is not technology, tools or platform. Social CRM can be defined as the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty.
  • Lesson 2: Optimize Business Processes Reason why many of the CRM implementations failed over the last decade is that the underlying CRM related business processes were not re-engineered or optimized for the CRM system
  • Lesson 3: Data Quality is Very, Very (and Very) Important Any information system is only as good as data in it. We have all heard of the phrase “Garbage in, Garbage out” and this aptly describes why some of the CRM implementations failed. Not enough care was taken to ensure data quality.
  • ...2 more annotations...
  • Lesson 4: Leverage Analytics Another key lesson we can learn is to leverage analytics. Thanks to their CRM systems, organizations were able to collect vast amount of data and have 360 degree view of their customers, but the same data could have been used much more effectively by applying  Predictive Analytics.
  • Lesson 5: Project Ownership and Leadership While discussing about project ownership and execution of CRM projects, I am reminded of this maxim: “a camel is a horse designed by committee”. In any large and complex project with multiple stake-holders, it is very important to have a clearly identified “owner” and an effective “leader” who will be responsible for the success of the project.
Milos Vujnovic

Enterprise 2.0 & Social Media Strategies: Social Software - An Enterprise Perspective -... - 0 views

milosvujnovic.blogspot.com/...re-enterprise-perspective.html

enterprise 2.0 social software blog swot analysis

shared by Milos Vujnovic on 09 Sep 10 - No Cached
  • Social Software - An Enterprise Perspective - Part 2: SWOT Analysis of Blogs
  • Today many companies use blogs within their marketing strategy to communicate directly with their customers leaving out the typical marketing speech. This way blogs can be used as a base for a company’s social media strategy.  As weblogs are dialog- and community oriented personal publication instruments, they can be seen as a tool for identity, relation and information management. Parts of the identity are details of the author, the bloggers topic, and personal spelling style and publication rhythm. Relations are provided through the possibility of networking tools like comment functions, blogrolls and trackbacks. Information is generated by the content, links, documents, storage and classification. All together, these are components for an active and efficient information management.
Milos Vujnovic

Enterprise 2.0 & Social Media Strategies: Review des IBM WebTake-off - Teil 1: IBM Proj... - 0 views

milosvujnovic.blogspot.com/...bm-webtake-off-teil-1-ibm.html

enterprise 2.0 social media implementation strategies ibm web take off project northstar

shared by Milos Vujnovic on 22 Sep 10 - No Cached
  • Wie versprochen, hier nun der erste Teil unserer Nachberichterstattung vom IBM Web Take-Off am 16. September 2010 in Frankfurt. Im Vorfeld der Veranstaltung gab es hierzu einige Überlegungen. Wie z.B. soll die Zukunft der Webseiten beleuchtet werden und zum anderen welche Bausteine müssen oder sollten in Zukunft auf den Webseiten vertreten sein? Wie sollen Social Media Inhalte in Zukunft auf Webseiten integriert werden? Auf welche Inhalte sollte man sich konzentrieren? Können gar Social Media Inhalte oder Dienste die herkömmlichen Webseiten ersetzen?
Tobias Brenner

The Future of Public Relations and Social Media - 0 views

mashable.com/...pr-social-media-future

socialmedia strategy future relations

shared by Tobias Brenner on 26 Aug 10 - Cached
  • Finding the Right Audience: Many of our experts agreed that while the mass social platforms, like Twitter and Facebook, are useful, the niche, industry-specific communities provide just as much, and sometimes more, value for clients.
  • Social media has the ability to save companies lots of money through enhancing traditional and online campaigns. INgage Networks‘ Corporate Communications Manager Kathy Saenz explained how her company saved $270K in expenses via social media.
Milos Vujnovic

Enterprise 2.0 & Social Media Strategies: Review des IBM Web Take-Off - Teil 1: Unterne... - 0 views

milosvujnovic.blogspot.com/...s-ibm-web-take-off-teil-1.html

enterprise 2.0 social media implementation strategies ibm web take off customer relationship management

shared by Milos Vujnovic on 22 Sep 10 - No Cached
  • Die “Soziale Software” des Web 2.0 hat laut Welsch unser Leben verändert und wird es weiter verändern. Durch den Mitmacheffekt werden Teilnehmer dazu animiert ihr Wissen mit der Allgemeinheit zu teilen, so entsteht ein Mehrwert für alle Nutzer. Dienste wie Online Marktplätze, Blogs, Fotoalben und Wikis bestimmen zunehmend das Bild des Internets und eines haben alle Anwendungen gemeinsam: “Die Einfachheit aus Benutzersicht gewinnt gegenüber der komplexen Funktionalität.
Milos Vujnovic

Enterprise 2.0 & Social Media Strategies: Social Software - An Enterprise Perspective -... - 0 views

milosvujnovic.blogspot.com/...re-enterprise-perspective.html

analyse definition eteaming enterprise2.0 projectmanagement socialsoftware swot wiki

shared by Milos Vujnovic on 31 Aug 10 - Cached
  • SWOT Analysis
  • Social Software - An Enterprise Perspective - Part 1: SWOT Analysis of Wikis
  • History & Definition
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  • Operational Areas
  • Types of Wikis
  • Today, many or most companies use wikis for the creation of their knowledge base, for project management issues as well as part of the company’s e-learning activities. But wikis are as well used as content management systems where internal news, address books, process documentation or guidelines are published. This way corporate wikis can work as a hub in an intranet 2.0. But what are the strengths, weaknesses, opportunities and threats of corporate based wikis?
Tobias Brenner

Enterprise 2.0 & Social Media Strategies: Review des IBM Web Take-Off - Teil 2: Kundens... - 0 views

milosvujnovic.blogspot.com/...bm-web-take-off-teil-2_24.html

ibm web take-off portal twentyoneag case study

shared by Tobias Brenner on 24 Sep 10 - No Cached
  • ENSO setzt strategisch auf eine Portallösung für ihr Kundenservicecenter um zum einen die Effizienz ihrer Beratung zu optimieren und damit in Konsequenz die Kundenzufriedenheit zu erhöhen. In der Energiewirtschaft hat es die ENSO AG und ihre Angestellten mit vielen verschiedenen Partnern zu tun. Es gibt sowohl eine Vielzahl externer Partner, wie auch viele verschiedene Netzbetreiber und Lieferanten. Dies führt zu einem äußerst komplexen System an Kundenbeziehungen, welches ohne Hilfe von modernen Softwarelösungen für die Mitarbeiter nur noch schwer zu durchblicken und behandeln ist. 
Tobias Brenner

Enterprise 2.0 & Social Media Strategies - 0 views

milosvujnovic.blogspot.com

ibm web take-off portal twentyoneag

shared by Tobias Brenner on 24 Sep 10 - Cached
  • ENSO setzt strategisch auf eine Portallösung für ihr Kundenservicecenter um zum einen die Effizienz ihrer Beratung zu optimieren und damit in Konsequenz die Kundenzufriedenheit zu erhöhen. In der Energiewirtschaft hat es die ENSO AG und ihre Angestellten mit vielen verschiedenen Partnern zu tun. Es gibt sowohl eine Vielzahl externer Partner, wie auch viele verschiedene Netzbetreiber und Lieferanten. Dies führt zu einem äußerst komplexen System an Kundenbeziehungen, welches ohne Hilfe von modernen Softwarelösungen für die Mitarbeiter nur noch schwer zu durchblicken und behandeln ist. 
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