Social Business Transformation Through Social CRM

Social Customer Service And Telecom Customer Satisfaction Scores

The American Customer Satisfaction Index (ACSI) scores for the telecom and wireless industry were just released, and they are quite illuminating. The complete report can be found here: http://www.theacsi.org/industries/telecommunications-and-information/wireless-phone One of the drivers of increased customer complaints with wireless carriers …
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Why The Evolution Of Social CRM Reminds Us Of Netscape And Microsoft

Just a few short years ago, if you mentioned the convergence of social media and CRM, some of the “smartest” minds in tech would have told you that was crazy. You’d have heard statements like “I don’t believe people will …
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Social CRM in 2014: The CIO Strikes Back

For a number of years now, the investments in social crm have been made by the CMO and by the marketing department. However,  as outbound marketing campaigns increase in number, the volume of customer experience data will also grow. At …
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What Google Shutting Down Wildfire Means For Social Marketing And AdTech

With relatively little fanfare, and even less market reverberation than one would expect, Google decided a few weeks back to shut down Wildfire as an independent service. As a reminder, Wildfire was one of several social marketing companies to be …
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Buzzient in Gartner Social for CRM Vendor Guide 2014; “Surfing ahead of the Wave”

We’re pleased to see that Gartner’s recently published  “Social for CRM Vendor Guide 2014″ included Buzzient as one of the providers in the market.  Not only does the Gartner team of Jenny Sussin and Michael Maoz (to whom we first …
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Social Silos in the Enterprise

Social CRM is on the surface all about being open. It’s about creating intimacy with the consumer, and being open to customer feedback 24/7, on multiple channels such as Facebook, Twitter, Blogs, and others. Since the acquisition of Radian6 by …
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Simple vs. Simplistic Enterprise Software

There’s a significant trend now in having “Simple” Enterprise Software. The rediscovery of the importance of User Experience (UX) in business software has opened the door both to radical innovation as well as as dramatic oversimplification of what “Enterprise” really …
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2014: A Fast Start

  • January 15, 2014
  • tbj
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Coming off of the 2014 Gridley Conference in NYC, I have a few observations:   2014 is off to a fast start, with the acquisitions of Kana by Verint, and Parature by Microsoft. With the stock market at multi-year highs, …
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Why Social CRM in 2013 is evolving just like the Internet did in 1995

As 2013 comes to a close, it’s a good time to reflect on how much Enterprise Social CRM has evolved over the past year. After years of false dawns, we’re now seeing repeatable patters  emblematic of a more educated populace …
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What The Twitter Agreement With Deutsche Telekom Means To You

  • December 5, 2013
  • tbj
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The Deutsche Telekom/Twitter deal announced today is pretty significant.  Let’s just say it’s a watershed moment in the use of social media, not just in telecom, but in other industries.  Buzzient has long seen telecom as one of the lead …
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