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SelvasCanoCommunity as a business tool September 10 Social CRMWhat do I mean by Social CRM?
What fascinated me, and brought me into, what I originally called Online Communities and then Social Networking was the realization that it was a natural extension and expansion of my old (and perennial) love: Customer Relationship Management. However, as I know it is clear for you, actual application sometimes (many times) falls short of the possibilities; very few have used Social Networking to create the opportunities for relationships to be established with and among their customers and partners, and leverage those relationships to create more, and better, opportunities for all.
As I move forward into new (and exciting) opportunities I thought it was a proper time for me to open a new Blog; I will devote this Blog to capture the thoughts and reports on the efforts I will pursue to help companies and organizations of all shapes and sizes to understand and act on the opportunity they have to use social networking as a relationship channel, and use those relationships to improve the value obtained by all participants.
Here is to the future!
P.S. this is my last post at this location; you can find me @ http://www.socialcrm.net/ from now on J
Filiberto Selvas September 03 Do you “connect” with your customers? Like a good performer does?I just came back from a concert (Luis Miguel, Seattle) and I couldn’t resist observing it as a “social experiment”, let me explain: In the few live concerts I have had the pleasure to attend I have always observed there is a moment when a “connection” happens between the performer(s) and the public; it is almost a magical moment, a moment in which there is a “synchronization” between the “waves” these two entities (performer(s) and audience) emanate and it is almost as if from that moment on it was one playing the other interchangeably. It took Luis Miguel a good 50 minutes to reach that point; I have been in other concerts where the magical moment happens with the 1st song, I was even once in an event when it happened through the declamation of a poem that was meant as an interlude! The point is: there is a magical connection moment, and from that point on it becomes a bidirectional positive cycle feed between these two entities….. Do you have such connection with your customers? Is there such a positive cycle feed among you? A connection causing each of you to feel more enriched and satisfied because of it? And having everyone going home happy? (as I came home from this concert). I hope you are; we all should have such connections. What do you think? September 02 Onward!16 ½ years ago I joined Microsoft based on two promises:
In looking back I am amazed and thankful for all that I have been able to do working with so many others inside and outside Microsoft; this phase has brought me personal and professional growth beyond my expectations, I have:
However the time has come for me to close that chapter and open a new one: I have accepted the position of Social Media Strategy Director at Avenue A Razorfish. This change offers me the incredible opportunity to continue to focus in an space I am passionate about, and do it through helping many different companies to understand and take advantage of it. I look forward to this new phase with excitement and anticipation, I can only imaging the growth and blessings that lie ahead and the opportunities for impact that will come with those. I want to thank you for your company in this incredible and exciting journey! I really hope we will continue to work together in the road ahead.
Filiberto Selvas September 01 To, From & AmongIn reading a relative unrelated post an old idea (one seeded and feed by many other posts & conversations) came back to me; here it is in a nutshell:
I propose that in the future social networking will become so fully integrated in products, services and companies communication efforts that it will be indistinguishable; and it will facilitate connections and communications among sets and subsets of groups according to likes/dislikes and commonalities (expressed or inferred); it will then become the root of Relationship Management (I am purposely avoiding the “customer” portion of CRM, as this will not be limited to that) and it will open incredible opportunities to generate new business models, products and services in itself. Common platforms are emerging and there will be benefits for many to share those platforms so that this sets and subset of groups will not be limited to a specific company or product and thus the networks scope of impact will be deep and extended. So, if this is so open and available; what is the key differentiator that will render business opportunities you may ask? The business opportunity will be there, for those that are good at listening and acting based on what they hear. Filiberto Selvas |
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