OUR TAKE -  Your "Go Social" Story     Lasting Impressions: We must take change by the hand or rest assuredly, change will take us by the throat. - Winston Churchill Do you see the differences between Guitar Man and Mom Biker? I do. Guitar Man went "social" in search of satisfaction when traditional avenues failed. Mom Biker simply wanted to vent her frustration prompting traditional methods to kick in and solve the problem.   I encourage you to write in and let me know what differences and similarities you see. And I am also interested to hear your best story about a customer that "went social" on your organization.   Consider answers to these questions. What was the customer's complaint? Did they try to find satisfaction through traditional means? How did they "go social"? How did your organization respond? What lessons did you learn?   Now it's time to tell your "go social" story.   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   Article:    EDS Settles Lawsuit Over Botched CRM Project For $460M EDS has agreed to pay a staggering $460 million to settle a long-standing lawsuit brought against it by U.K.-based British Sky Broadcasting Group PLC over a botched Customer Relationship Management project. That payment came after a British court in January ruled that EDS had misrepresented facts about its CRM implementation abilities and about how long it would take to complete the job when pitching for the CRM project back in 2000.(Computerworld )   News:    Qwest Fires up Call Center with Cloud-Based Enhancements Qwest Communications has added Qwest iQ On Demand IVR (Interactive Voice Response) service to its Qwest iQ Contact Center, call center suite of services. This new product is a portal-based application development tool that enables Qwest customers to create and manage automated contact management applications to caller experience, reduce the cost of new and on-going application development, and leverage business’ existing data. Qwest partnered with Angel.com to deliver this IVR solution delivered via Software-as-a-Service (SaaS) platform that puts the Caller FirstSM with every call.(Qwest )   Article:    Fishing Where the Fish Are (with Your Influencers’ Help) What is an online community? As defined by its key elements — people interacting around common interests or shared goals and having that interaction supported by technology — online communities have existed for a long time. You could say they began in 1975 with listservs, which handled subscription requests to mailing lists and distributed new messages from the list's members to all subscribers. They continued to evolve with the appearance of bulletin board systems in 1978, and exploded in 1991 with the release by CERN (the European Organization for Nuclear Research) of the World Wide Web, which facilitated the development of online community groups supported by Web pages and communications software. Within the context of these isolated online communities, we witnessed the development of the peer influencer.(DestinationCRM )   News:    Globe Telecom Selects Amdocs jNetX Convergent Platform Globe Telecom Philippines has deployed Amdocs jNetX Convergent Service Platform to streamline the rollout of new applications and customer promotions. Amdocs jNetX enables a step-by-step evolution toward a Service Delivery Platform (SDP). Globe Telecom has deployed Amdocs jNetX Service Broker and can now offer its prepaid customers access to new applications such as multimedia messaging, regardless of the charging platform. As a result of this deployment, Globe Telecom can leverage its legacy systems to develop, test and rollout new services in weeks rather than months.(Amdocs )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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