For those of you familiar with Oracle Siebel, 2013 is a year where Siebel customers will reach a critical crossroads. At year end, Oracle will no longer support Siebel 7.8. This dropping of support has at least two rationales: (1) forced upgrades to the 8.x version (and associated fees) , as well as (2) pre-positioning …
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Social Customer Care and how to avoid “Cloud Lock In” with Social CRM
Social media has become the proverbial “horse which has left the barn”, forcing organizations to rapidly adjust their customer service practices. Nowhere is this more apparent than in the telecoms industry, which has intense competition between carriers, and low switching costs. Disgruntled users no longer have the patience to find and dial the customer service …
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Buzzient Social Customer Service with Oracle CRM for Telecommunications – Part 2
In follow-up to our previous post, here’s additional insight on what we at Buzzient are seeing in Telecommunications, especially a drumbeat of demand for Social CRM with Oracle applications. The characteristics of this demand are: Global: The companies organically contacting Buzzient are from all over the world, most notably from Asia, Latin and Central America, …
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Buzzient Social Customer Service with Oracle CRM for Telecommunications
As Social CRM is becoming increasingly mainstream, there is more demand for use case materials. In this post, we’ll present how a pioneering telecoms provider used Buzzient to make the transition from passive listening to social media to active engagement with social consumers. The Background: The customer, a fast growing wireless and internet service provider …
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Social Media Reality Check: IP DOES Matter
It’s often assumed in the technology world that the products and services being developed, (often with tens or hundreds of millions of $’s of VC money) are in fact innovative. Innovation can have many definitions; a new internet service based on open source components might have an innovative business model or a new delivery method …
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Burger King and Jeep Twitter Hacking: Time for Corporate Social Media to Grow Up
The high profile hacking of the Twitter accounts of Burger King and Jeep prove a point we’ve been making at Buzzient for years. Social Media is not just a plaything you can hand to the marketing intern, it’s a new channel for communication with existing and new customers. Like any other customer relationship channel, social …
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Buzzient Social Data Integration with Enterprise Applications
There’s been a lot more interest in the integration of social media data with business applications. As the growth in users and data volume on social networks continues to mount, it’s unquestionable now that social media and social data are important. With over 1B consumers (read: customers or potential customers) expressing their buying …
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Social Media Analytics for Technical Trading? The Boeing Earnings Call
In followup to our previous post on how social media analytics can be used to see the fall of Boeing, here’s a new vein: Boeing’s losses are Airbus’ gain. Check this out: In the last week, it’s become set in consumer impression that Boeing is in trouble. This is affecting consumers who are debating what …
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Why the Social Media Command Center/Control Room is a Dead End
There’s been a lot of conversation about Social Media Command Centers in the past. As 2013 emerges, we believe at Buzzient that this is going to be shown to be a dead end. In reality, social media data for customer care and other purposes needs to be a part of the application experience, and …
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The Boeing Dreamliner crisis in the era of Social Media Analytics
Boeing is under siege right now. When the flagship new aircraft, the Dreamliner, has been put on a global ground hold, you’ve got a problem. When a new product with development and manufacturing costs expected to top $32 Billion is unable to fly because of the lithium batteries used (and not the core design of …
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