Jonathan Denison › Comments

ts, the Virgin Media way: Have your biggest asshole call up the customer and talk over them and repeatedly tell them they're wrong and practically taunt them into hating you and your company. Then BT calls: (pay attention to this Virgin) They call to apologise profusely over not dealing with our problem sooner (time from initial fault report to problem was fixed: 24 hours; time from complaint over handling to problem fixed: 6 hours; time from - Jonathan Denison

One of the headline business stories last week was the epic product recall by Maclaren of ALL the buggies (strollers) it had sold in the last ten years in the US -  a gob-smacking 1 million units - following some baby and toddler fingertip amputatio - Jonathan Denison

To help customers create a new, socially enabled idea of contact center–provided customer service, Salesforce.com would do well to recruit a new breed of partners, companies more focused on managing cultural and process change than on deploying or integrating technology. - Jonathan Denison

mark bagley rates this! - Jonathan Denison

or not? http://is.gd/4slbw - Steve Ellwood

good news. Does make you think though doesn't it .. Spk soon, JD - Jonathan Denison from email

ivr's, forums etc are getting in the way of good customer service. - Jonathan Denison

ivr's, forums etc are getting in the way of good customer service. - Jonathan Denison

The purpose of knowledge management is to provide support for improved decision making and innovation throughout the organization. This is achieved through the effective management of human intuition and experience augmented by the provision of information, processes and technology together with training and mentoring programmes. - Jonathan Denison

ere has been quite a bit of chatter in the industry about the idea of Social Business Design and even requests that we firmly define what this is. We’ve also written a whitepaper on the topic and have defined it in short as the following:

 “Social Business Design is The intentional creation of dynamic and socially calibrated systems, process, and culture.”

 Our goal with the collaboratory is to provide a value exchange, This means we are tasking ourselves to provide value to our ecosystem and expect to receive value back. But the exchange is not merely two-way, our hope is that all constituents in our ecosystem benefit from the experience we help facilitate here. This is what value exchange means. The Collaboratory was designed specifically for this—leveraging a Wordpress foundation for rapid content updates and integrat - Jonathan Denison

RM means from an IT department perspective. #1 Social CRM represents part of the general trend toward socially-driven business. From a business systems point of view, becoming a socially-driven business requires that you re-think and re-engineer your business systems and processes in order to take advantage of Web-based social tools, technologies, and concepts. The general approach is similar to what you’ve done in the past. With each wave of new technology comes a wave of business process innovation. What’s new this time is that getting rid of people is not the goal. Leveraging people and Web-enabled connectedness is the goal. The p - Jonathan Denison

# If you approach social media as another channel to push the same old marketing messages, you'll find that customers won't listen socially any more than the old ways. # If you use social media as just another way to deflect calls and avoid talking to or caring for customers, then you'll end up in the same sorry position as off-shoring fanatics who didn't pay attention to the customer experience. # If you treat social media as just another way to collect sales prospect information so you can "stalk" them more efficiently, you won't find it any easier to get appointments. - Jonathan Denison

this guy is on the money with his assesment of the landscape. SF.COM are moving in the right direction, but more to do before utopia of #scrm is realised. - Jonathan Denison

at has not been impacted by the economy is sales. Ask any CEO and you will hear that one of their biggest issues is finding and retaining good salespeople. Something happened on the way to a sour economy: Too many companies learned the hard way that their salespeople didn't know how to sell. Instead, their salespeople were good at taking orders and providing c - Jonathan Denison

think the wall boards idea is great for customer service centres on yammer - Jonathan Denison

good site with info on how to track twitter clicks. - Jonathan Denison

is no longer sufficient or even competitive. Many organizations I talk to these days are now evaluating the way social software seems to be altering the CRM landscape. In particular, Social CRM has recently come into its own as a leading model for this transformation. For compariso - Jonathan Denison

ndows open," Braun said. "You can do it without InsideView but I don't know why you'd want to." In addition to account research, social sales tools offer a couple of other uses, like, hiring, according to Dunne. "Sales management typically treats HR as ineffective," he said. "They typically like to go and find salespeople in their own. Twitter and Facebook acts very much as an extension of 'who do you know that's a good sales guy?'" Additionally, Pombriant suggested, the social sales and social media monitoring tools serve as effectiv - Jonathan Denison

great article on unified comms, but the openID approach ... I think for the consumer and SME web there is much in this - Jonathan Denison

so traditional marketing still works then ! - Jonathan Denison

lol just checked your profile. Your opinion on this matter could be somewhat influenced by your employer - Jonathan Denison

is there a search facility on FB yet to search all status updates which are visible to everyone? (Like search.twitter.com) - Jonathan Denison

looks - Jonathan Denison

please! - Jonathan Denison

didn't work for me when I tried to search on BT Business, but looks like an interesting and valuable idea - Jonathan Denison

What could go wrong with Sales 2.0 - Jonathan Denison

frank eliason using twitter to understand macro impacts on their networks. - Jonathan Denison

Habitat gets it wrong - Jonathan Denison

call recording inventor of the ipod - Jonathan Denison

CRM ROI - Jonathan Denison

feed your RSS feed into Twitter - Jonathan Denison

Interesting new form of search from google. What is this useful for? - Jonathan Denison

Walmart Supercenter 3250 Vineland Rd Kissimmee, FL 34746 - Jonathan Denison