ZDNet - Social CRM: The Conversation

CRM Watchlist 2022: Yes, the Watchlist is back

Thu, 14 Jan 2021 12:00:04 GMT

The CRM Watchlist 2022 is now open for registration.

Welcome to 2021: A new normal? Or new era for CRM/CX/CE?

Wed, 13 Jan 2021 20:06:00 GMT

2021 is the year that new ways of interacting with new business models -- and transformed cultures -- are all vying for a place at the table. What are the themes? What kinds of frameworks, methodologies, use cases, rules of engagement, technological advances will be necessary? Paul Greenberg consults his crystal ball.

Hey retailers, are you leveraging analytics to tackle pandemic challenges?

Tue, 24 Nov 2020 11:00:03 GMT

COVID-19 has posed some business-changing challenges for retail. Dr. Yuping Liu-Thompkins teams up with David King and Dr. Bonnie Holub of Teradata to make a solid argument for the use of analytics to help retailers figure out how to deal with those challenges.

Next Normal notes on CRM/CX/CE: Microsoft Ignite? It's really all about Doom

Mon, 28 Sep 2020 14:29:00 GMT

Ignite 2020 provided a look at what's in store for Microsoft's business products and services in the next few months. More important than Ignite, however, is Microsoft acquisition of gaming industry giant ZeniMax Media. Here's why it matters.

Quantifying customer experience programs into dollars and sense (or how I got my honorary ...

Tue, 22 Sep 2020 12:00:04 GMT

Conversations around CX are generally on the emotional state of the customer and their relationship with the company. But how can this be quantified? Nancy Porte, Verint's VP of Global Customer Experience, tells you how.

Engagement equation: Happy employees = happy customers

Tue, 08 Sep 2020 11:28:58 GMT

Employee Engagement is becoming an area of great interest to anyone thinking about customer engagement, CX or customer retention. Katrina Ghazarian, a rising star in the practice of engaging employees, shows how to start engaging those employees.

Working from Home: Want to livestream your CX content? Start here.

Tue, 01 Sep 2020 12:35:14 GMT

These COVID times have forced many of us to consider not just how we are going to communicate, but how we are going to create and distribute content. Turns out, equipment and production values really do matter. Paul Greenberg provides an amateur's guide to everything required for delivering high definition values to your audience.

Engaging fans during a pandemic: How the San Jose Sharks simulate hockey games

Mon, 24 Aug 2020 11:39:00 GMT

Sports has suffered during the pandemic, with shortened seasons, no fans in seats, reduced revenues. The San Jose Sharks lead the way in showing teams in whatever sport how to innovate in times of crisis and keep fans engaged. This is so cool - and so valuable.

What do frictionless experiences and the Loch Ness monster have in common?

Tue, 30 Jun 2020 12:00:00 GMT

Companies talk all day about "frictionless experiences." Aarron Spinley begs to differ. Frictionless doesn't go with Experience. Not a match. Read on and Aarron will tell you why.

SAP Sapphire reimagined for 2020: The good, bad and ugly of Christian Klein's keynote

Tue, 23 Jun 2020 15:35:33 GMT

SAP's new CEO, Christian Klein, gave a speech to a global virtual audience on June 15. Was he able to define a new direction for SAP? Yes and no. How was it as a virtual event? Read on.

COVID-19: The after economy and developing appropriate responses

Mon, 08 Jun 2020 13:00:08 GMT

Marshall Lager, thought leader, influencer in the CRM/CX world, speaks to the after-economy: What should we be looking for and what we might do. Pay close attention.

COVID-19: Let us not forget hopeful news, part five

Mon, 11 May 2020 21:08:26 GMT

The hopeful news and human creativity continues relentlessly. Read about the latest though shorter (not less) than usual. Watch the videos. The pandemic will pass but the countless episodes of human good will be remembered.

COVID-19: Let us not forget the hopeful news, part four

Tue, 28 Apr 2020 21:09:08 GMT

The positivity in the midst of the pandemic just keeps on coming. As it should!

Corporate social responsibility and the moral supply chain

Tue, 21 Apr 2020 20:39:43 GMT

I'd love to say that this is my work but it isn't. Its the work of Dr. Stephen LeMay, a professor at University of Western Florida who has a long history in both supply chain and CRM. The supply chain is not morally agnostic and, stretched as it is now, it still is accountable.

COVID-19: Let us not forget the hopeful news, part three

Mon, 20 Apr 2020 13:22:00 GMT

Once again, we bring you hopeful news that shows us the door to freedom from the ravages of COVID-19 and the good that humans do in times of crisis. The amount of hopeful news is accelerating. Good news unto itself.

Facing the crisis with the human spirit: Science and our good nature

Thu, 16 Apr 2020 14:00:07 GMT

Throughout history, humanity has been hit with global crises -- among them pandemics including the current one, the Spanish Flu, and even the Black Death in the 14th century. Humanity has always not only beaten these crises but flourished despite them and even at times because of them. Sometimes it's helpful to remember when we were doing innovative things, which is why, once again, I bring you 13th-century innovation and science via Roger Bacon. It's worth being inspired in these times.

COVID-19: Let's not let the hopeful news get lost, part two

Wed, 08 Apr 2020 14:33:50 GMT

Tech industry people, funny people, sports stars, regular ole people, and medical professionals are all doing what they have to do to defeat this deadly virus, and keep our hope alive.

COVID-19: Let’s not let the hopeful news get lost

Thu, 02 Apr 2020 12:28:02 GMT

The COVID-19 news is so continually grim that we lose sight of the hopeful things occurring at the global, national and local levels to get control of this deadly virus.

Not so random thoughts: COVID-19, the tech world, and all of us

Tue, 10 Mar 2020 11:40:00 GMT

COVID-19 has impacted the entire world - and we are tending to panic about it. Don't. Here's some ideas to consider, resources to check and thoughts that may help.

Zoho: Full stack, operating system, and data protector

Tue, 25 Feb 2020 15:46:54 GMT

Opinion: Brian Solis brings his perspective on Zoho and its ascension to breakthrough growth into the mid-market. How did they get here? What do they offer? What are the strengths and weaknesses?