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Category Archive for 'customer relationship management'

The Most Important Tool in Social Media Monitoring

Posted in SPURspectives, branding, community, consumer behavior, consumer engagement, consumer generated content, consumer perception, customer engagement, customer interaction, customer relationship management, donor engagement, marketing innovation, network, social branding, social marketing, social media, social network, spur communications on Feb 2nd, 2010

A couple of years ago I fell and cut my head. It wasn’t a little cut, it was a 300 stitches plus 36 staples and getting a good look at your own skull kind of cut. So I got to spend some time in a hospital. I had an MRI, a couple of CT scans, [...]

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Where is the Edge of Social Media Participation?

Posted in SPURspectives, branding, community, consumer behavior, consumer engagement, consumer generated content, consumer perception, customer engagement, customer interaction, customer relationship management, donor engagement, marketing, network, social branding, social marketing, social media, social network, spur communications, twitter, web on Feb 1st, 2010

Edges matter — ask any first grader. If you color outside the edges you’ve got a problem. Edges matter in marketing. That’s where you win. Brand leadership is attained by owning an edge among the four major points of differentiation; price, product, performance, and placement.

Jackie Huba, author of the popular blog, Church of the Customer, [...]

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CRM Lessons and the Case for Simplicity

Posted in CRM, SPURspectives, banking, branding, community, consumer behavior, consumer engagement, consumer generated content, consumer perception, customer engagement, customer interaction, customer relationship management, financial services, follower, marketing, marketing budget, marketing innovation, network, social branding, social marketing, social media, social network, spur communications, transformation, web on Jan 25th, 2010

Have you ever been so delighted with something that you called the provider’s call center to tell them? Yeah, I haven’t either. Have you ever called for help because you’re having a problem? I think we all have and it usually isn’t pretty. Working in a call center is a tough job. Lots of companies [...]

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How Data Inspires Belief

Posted in 1:1 Marketing, CRM, SPURspectives, branding, community, consumer behavior, consumer engagement, consumer generated content, consumer perception, customer engagement, customer interaction, customer relationship management, donor engagement, follower, individualized marketing, leader, marketing, marketing budget, marketing innovation, network, one to one marketing, personalized marketing, seth godin, social branding, social marketing, social media, social network, spur communications, web on Jan 21st, 2010

Seth Godin’s recent blog post, “Too much data leads to not enough belief,” accurately asserts that we become skeptical when facing a lot of data that has been offered to prove a point. He goes on to say that the real mission of marketing is to make an emotional connection. I couldn’t agree more. However, [...]

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Generating Brand Equity for Investment Firms Through Social Media

Posted in 1:1 Marketing, CRM, SPURspectives, banking, branding, community, consumer behavior, consumer engagement, consumer generated content, consumer perception, customer engagement, customer interaction, customer relationship management, financial services, follower, individualized marketing, insurance, investment, leader, marketing, marketing budget, marketing innovation, network, one to one marketing, personalized marketing, social branding, social marketing, social media, social network, spur communications, twitter, web on Jan 19th, 2010

You’ve seen the look — the patronizing nod when you suggest using social media in your marketing mix. You know what they are thinking. Where’s the tangible benefit? We use accepted financial measures; sales, margins, profit, and return on assets (ROA). Rather than turn with your tail between your legs, tell what you can deliver [...]

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Rebranding And The Elephant In The Room

Posted in SPURspectives, branding, community, consumer behavior, consumer engagement, consumer generated content, consumer perception, customer engagement, customer interaction, customer relationship management, donor engagement, follower, leader, marketing budget, marketing innovation, network, social branding, social marketing, social media, social network, spur communications, web on Jan 18th, 2010

Rebranding is a wonderful thing. The process enables you to fine tune your brand promise to your brand expression. It gives you an opportunity to stand out from the crowd. It is the ultimate corporate fresh start. Unfortunately, it can be very difficult to do, especially if your quiver of marketing tools has the same [...]

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Winning In An Always-On World

Posted in SPURspectives, community, consumer behavior, consumer engagement, consumer perception, customer engagement, customer interaction, customer relationship management, follower, leader, marketing, marketing innovation, network, social branding, social marketing, social media, social network, spur communications, twitter on Jan 12th, 2010

The Baby Bells want more bandwidth. They gave us handheld devices with radically innovative functionality and we like it, a lot. They are suffocating in our use of their bandwidth. We are always on. Everyone’s a citizen journalist. I saw Captain Sully’s heroics on the Hudson nearly 45 minutes before it broke on CNN.com. I [...]

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Questions on Building Communities: The Inverse Relationship of Reach and Bond

Posted in SPURspectives, community, consumer behavior, consumer engagement, consumer generated content, consumer perception, customer engagement, customer interaction, customer relationship management, donor engagement, follower, fundraising, imitation, leader, marketing, marketing budget, marketing innovation, network, non profit, nonprofit, social branding, social marketing, social media, social media hub, social network, spur communications, transformation on Jan 7th, 2010

In social networks, the number of followers that you have is inversely proportional to the depth of relationship that you have with each member. Or more simply, reach is inversely proportional to bond — as reach increases (you get more followers), bond decreases (you have less of a relationship with each follower). This isn’t news, [...]

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Community Catalysts – The Spark In Social Networks

Posted in SPURspectives, Uncategorized, community, consumer behavior, consumer engagement, consumer generated content, consumer perception, customer engagement, customer interaction, customer relationship management, donor engagement, follower, imitation, leader, marketing, marketing innovation, network, social branding, social marketing, social media, social network, spur communications, web on Jan 6th, 2010

What attributes come to mind when you think of a leader? The characteristics I hear most often are charismatic, powerful, dynamic, confident, outgoing, and assertive. This is great if you need a military general or CEO. But these aren’t necessarily the characteristics you need to lead your social networking efforts through social media. I’m not [...]

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Four Ways The Holidays Will Help Your Business

Posted in SPURspectives, branding, community, consumer behavior, consumer generated content, consumer perception, customer engagement, customer interaction, customer relationship management, donor, donor engagement, hub and spoke, investment, leader, marketing, marketing budget, marketing innovation, network, non profit, nonprofit, social branding, social marketing, social media, social network, spur communications, transformation, twitter, web on Dec 22nd, 2009

The familiarity of the holidays is upon us. It’s a time to spend with friends and family, a time to be reflective, a time to share. It’s also the end of the year for business owners and division managers — another time to spend being reflective and sharing with friends. We do it every year. [...]

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