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Foreword | |
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Acknowledgments | |
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Introduction | |
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The Era of the Social Customer | |
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OMG! Your Customer Really Is Your BFF! | |
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Bursting the New Mythology: Zeus Drops to Earth | |
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How the Book Is Organized | |
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Starting with a Test | |
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Welcome to the Era of the Social Customer | |
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What's a Customer Ecosystem? | |
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The Social Customer Needs Your Attention to Get Theirs | |
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CRM, CMR, VRM or�Who Cares? | |
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"Traditional" CRM | |
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From CRM to CMR | |
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Social CRM | |
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Social CRM Technology: Features, Functions, Characteristics | |
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The Social Stack | |
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Social CRM and VRM | |
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Vendor Relationship Management (VRM) | |
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Now Do You See CRM, Social CRM, and VRM? | |
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The Customer Owns the Experience | |
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The Transition from Management to Engagement Through Experience | |
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Superstah! Response Tek | |
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A Guiding Principle for Crafting Experiences | |
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Enterprise 2.0: Not Exactly What You Think | |
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Defining Enterprise 2.0 | |
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Enterprise 2.0: Here's Why You Need It | |
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What This Means for CRM | |
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A Company Like Me; New Business Models = Customer Love | |
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Why? Because We Like You and Trust You | |
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The New Business Models Unveiled | |
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Another Model Worth Getting Behind | |
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So Happy Together: Collaborating with Your Customers | |
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Do You Have The Ring? Tools For Customer Engagement | |
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The Value of Social Media in CRM | |
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Social Media | |
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Superstah! Lotus Connections | |
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Love Your Customers Publicly: Blogs and Podcasts | |
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The Blogosphere | |
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How Do You Measure a Blog? | |
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Microblogging and More: Tweeting on Twitter | |
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Superstah! Six Apart | |
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Podcasting: A Brief Look | |
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Wikis Are A Weird Name For Collaboration, N'est �e Pas? | |
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Crowdsourcing | |
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Superstah! Socialtext | |
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Wiki Wrap-Up | |
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Social Networks, User Communities: Who Loves Ya, Baby? | |
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The Conversation Can't Be Avoided | |
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Social Network Styles: What Models Can You Choose From? | |
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Managing the Community | |
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The IT Landscape | |
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The Vendor Picture | |
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Superstah! Neighborhood America | |
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Movin' And Groovin': The Use Of Mobile Devices | |
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A Needy Market | |
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Why the Growth? | |
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What's It Look Like? Mobile Technology | |
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Considerations in Mobile Enterprise Planning | |
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Untethered Benefits | |
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The Future: Social CRM Gets Down and Wireless | |
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Superstah! Research in Motion, SAP, and CRM 2007 for the BlackBerry | |
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Baby Stays, Bathwater Goes-CRM Still Needs the Operational | |
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The Collaborative Value Chain | |
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Transparency | |
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The Systems | |
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Back and Front Office Integration: Bad Story, Good Story | |
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Integrating the Back with the Front-Still Not Too Shabby | |
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A Mini-Conference | |
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Now Meet the Customer: The Collaborative Value Chain | |
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Ecosystems Begin to Rule | |
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Building the Collaborative Value Chain | |
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Superstah! SAP | |
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Sales And Marketing: The Customer Is the Right Subject | |
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Sales and Marketing Are Now Integrated, Aren't They? | |
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Sales 2.0: Customer Expectations Have Changed | |
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Leads and Opportunities: The Feeling Is Mutual | |
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Special Circumstances Include the New Norm | |
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Handling Opportunities Better and Way Cooler | |
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Superstah! Oracle Social CRM | |
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Sales Intelligence: Mo' Better, Richer, Deeper | |
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The Sales 2.0 Value Proposition | |
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Marketing, uh, 2.0: New Mindset, New Tools | |
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Listen Up! The New Competition Is Attention | |
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Getting on the Cluetrain Manifesto | |
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Authenticity Trumps Consistency | |
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The Marketing Model: Old vs. New | |
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Social Media and Marketing: More than Just du Jour | |
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CRM Vendors Have a Problem Here: Poor Apps, but Improving | |
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Customer Service Is Our Name-And Our Game | |
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Customer Complaints Go Viral-and You Love It | |
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The Definition of Customer Service | |
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Building a New Customer Service Model | |
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Technology Finds 21st Century Customer Service | |
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Superstah! RightNow: Building Beyond the Traditional | |
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Superstah! Helpstream: Community-Driven Customer Service | |
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Closing It Out | |
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The Difference: CRM, the Public Sector, and Politics | |
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From 2004 to Now-Wow, What a Difference | |
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In Re: Engagement by the Administration | |
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The Case of Singapore: Social CRM in Action | |
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Politics No Longer Poker-Bluffing Don't Woik | |
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The Technology Champs | |
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Superstah! Blue State Digital | |
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SOA for Poets | |
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Evaluating Architecture | |
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The Architectures | |
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Enterprise Service-Oriented Architecture | |
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Superstah! | |
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REST/WOA | |
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Superstah! Sage Software | |
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At Home or in the Clouds-And In Open Spaces Between | |
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On-Premise | |
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On-Demand | |
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The Players | |
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Superstah! NetSuite | |
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Choosing SaaS vs. On-Premise: Comparative Checklist | |
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Open Source: Not Quite Any of Them | |
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Superstah! SugarCRM | |
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Cloud Computing: Wispy or Real? | |
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Big Picture, Big Strategies | |
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Introducing Strategy | |
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A Case Study | |
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Mapping the Customer Experience | |
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The Benefits of Your Customer's Lovely Experience | |
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Why Customer Experience Mapping? | |
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Process and Data Go Together Like...CRM Operations | |
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Not Just Your Transaction's Data Anymore | |
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It's the Process, Man | |
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Superstah! Process-Driven CRM: Sword Ciboodle | |
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Value Given, Value Received: Analyzing the Return on CRM | |
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Analytics: Figuring Out Whassup | |
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What Are Analytics? | |
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A Very Brief Primer on Analytics | |
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Analytics in Service of Insight = Loyalty, Advocacy | |
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Measuring the Social Customer's Value | |
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Superstah! SAS and Customer Experience Analytics | |
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When You Buy the Application, You Buy the Vendor, Though You Don't Implement Him | |
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Despite Your Wishes, the Vendor Matters | |
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Moving Forward: The Implementation Begins | |
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Executing Perfectly: BigMachines Does IT Right | |
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Closing Up for the Night | |
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Waving to the Future | |
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Now It's My Turn to Be a Fortuneteller, Err, Forecaster | |
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In (Dim) Sum | |
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Appendix: The Social Web and the Public Sector: From the World to the State | |
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Customer Relationship Management or Citizen Relationship Empowerment? | |
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The Critical Importance of Web 2.0 for the Public Sector | |
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The Core Problems Facing Public Safety Today | |
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Breaking Down the Barriers | |
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A Real World Case Study: Virtual Alabama | |
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Change Is Coming | |
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Index | |