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Thursday, April 8, 2010


   OUR TAKE -  Mistaken Friends

 
 
Cloud Computing Event - Washington, Atlanta, Charlotte, Raleigh
Lasting Impressions:
I still need more healthy rest in order to work at my best. My health is the main capital I have and I want to administer it intelligently. - Ernest Hemingway
"Technology accelerates the perception of the relationship." So says Janet Lenaghan, an assistant professor of management at Hofstra University in Hempstead, N.Y.
 
As the discussion turns to the wisdom of relationships, I think it is time for us to take a step back and look at an evolution in relationships that has occurred due in no small part to the influence of social technologies - email, chat, SMS, Facebook, Twitter, etc., etc., etc.
 
Have these technologies created a culture where people are encouraged to share more than they should? Have new norms incubated by the social network desensitized us to the idea that we mistaken customers as friends rather than valuable clients?
 
Please let me know your take. I will share more of my thoughts tomorrow.
 
Gary Lemke, Publisher

 
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SCORE Conference 2010 - April 28,29, 2010 - Boston, MA

 

 
  NEW IN CRM

 
News:    Enkata Unveils Activity Tracker
Enkata announced the availability of Enkata Activity Tracker. This technology captures data directly from service agent desktops to support analytics-powered applications thereby eliminating the need for costly, time-intensive IT data integrations. Enkata’s Activity Tracker is a shift in how contact centers source and leverage data – shifting from integrations with enterprise-based data sources to capturing data at the point of customer interaction – the agent desktop. Projects can require integration efforts of 6-9 months and as a result, routinely fail to pass IT governance. With Activity Tracker, solution deployments are reduced to as little as 6-8 weeks and require little or no IT resource commitments.
(Enkata )
 
News:    Chordiant Enhances Outbound Communication Capabilities
Chordiant announced Chordiant Cx Outbound, which adds outbound communication capabilities to the inbound capabilities already provided by the entire line of the Cx Solutions Suite. Chordiant Cx Outbound offers businesses the opportunity to use a common set of customer strategies to systematically determine the best next action for a customer regardless of the direction of the communication and the communication channel.
(Chordiant )
 
News:    Salesforce Expands Chatter Beta and Launches ChatterExchange
To meet the demand for social enterprise apps, and to accelerate the shift to Cloud 2, salesforce.com has extended the Salesforce Chatter private beta program to more than 500 companies, including customers like Enterasys Networks and Saatchi & Saatchi. In addition, the company launched the AppExchange 2, with the ChatterExchange, a new category for social enterprise applications.
(Salesforce )
 
Article:    Are You Smarter Than a Neuromarketer
Neuromarketing is reaching consumers where the action is: the brain. What do consumers want? That question continues to fuel American capitalist society—and may never be fully answered—but one relatively new group is boldly promising an innovation that will come very close. Call them neuromarketers—people attempting to merge the study of neuroscience with the art of marketing to understand desire on a level far beyond what consumers are able to articulate. This insight, they hope, will enable marketing to determine the truth—or something close—about what consumers really want. “Eighty-five percent of decisions…are made in the nonconscious part of your brain,” says Martin Lindstrom, author of Buyology: Truth and Lies About Why We Buy and founder of a firm specializing in marketing neuroscience. “The reality is there’s no way we’ll find out [what’s going on] using conventional research,” he says. “We’ll scan your brain instead.”
(DestinationCRM )
 
Article:    Does a "Chief Innovation Officer" Inspire Your Team?
Who inspires your team? Who develops the ideas, promotes an environment that fosters creative camaraderie, nourishes espirit de corps – and steers the organization toward greatness? In short, who is your Chief Innovation Officer? Every organization that grows by creating new products or services or aspires to out-class the competition needs a Chief Innovation Officer, or CIO.elf. Yet the selection of the CIO, and the definition of his or her tasks in seeing that these challenges are skillfully mastered, can make the difference between innovative success and failure.
(CustomerThink )
 
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