Mistake Mismanagement and 3 Model Lessons

I am a nerd with a goofy hobby -- I build plastic model airplanes. However, that hobby affords me a view of customer relationship issues in an interesting and intimate way. Most of the time, the...
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How to Fall on Your Social Media Sword

When DiGiorno tweeted, "You had pizza. #WhyIStayed," Twitter lit up with criticism of the brand. The hashtag "WhyIStayed" is associated with domestic violence. In response to the firestorm, DiGiorno...
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Salesforce Adds App Hub to Centralize Customer Service on Desk.com

Salesforce.com on Monday launched App Hub, an upgrade to its Desk.com customer service platform. App Hub features more than 50 apps for a wide range of functions including e-commerce, email marketing,...
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Hear, Hear: The Rise of Social Listening

Evian ran a promotion to give away bottled water during August in New York. People had only to tweet using the hashtag #evianBottleService to get free water delivered to them on the streets. To...
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Salesforce Social Studio Targets Organizational Silos

Salesforce unveiled its Social Studio marketing platform inside its ExactTarget Marketing Cloud in May, which brought together $3.4 billion worth of acquisitions in a platform for social content marketing,...
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The Intangibles: 5 Things That Aren’t on the CRM Data Sheets

CRM has been around for a long time now -- more than 25 years. Amazingly, many businesses, including large businesses with revenue in excess of US$100 million, still operate without it. That's...
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SMS: It’s Not Just for Marketing Any More

There appears to be a new trend emerging in the enterprise mobile engagement space, according to OpenMarket. Increasingly, its enterprise customers are adapting its platform to use SMS in new ways,...
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Platform Native

The idea of an omnipotent software platform and the evolution of customer science go hand in hand. Customer science is the upshot of my idea that we're in the process of converting from random...
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Picture This: Instagram for CRM

With millions of active monthly users, Instagram is a prolific, lively social media community. Businesses want to get in on the Instagram game in order to boost marketing and enhance customer relations....
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The Terrifying Numbers Behind a Whopping Marketing Failure

There are lots of scary things out there -- killer viruses, Earth-smashing meteors, the possibility of yet another Real Housewives show. But those are easy to dismiss and push to the farthest corner...
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