Forrester Tweet Jam Session: Top Challenges Facing Customer Management Professionals In 2010 (#crmjam)

Forrester analysts will host a Tweet Jam on March 24, 2010, from 1:00 – 3:00 PM USA ET (6 to 8 PM GMT) to answer questions from business and IT executives about the top challenges they face in orchestrating customer-facing business processes to drive top-line growth. During this interactive Jam session, Forrester analysts will share results of our latest research into the topics of: customer experience management, CRM technologies and vendor trends, social media, and business process management.

Key questions we will tackle during this Tweet Jam include:

  1. What are the key trends you need to take into account in planning CRM initiatives in 2010?
  2. How do you know if you are delivering a differentiated customer-experience, and does it make a difference to the bottom line?
  3. Social CRM: The real deal, or blogger hype?
  4. How do CRM vendor solutions stack-up, and which ones are really delivering results?
  5. Does business process management (BPM) “lean-thinking” have a place in CRM strategies?
  6. Drowning in (bad) customer data: What to do about it?
  7. How to take advantage of next-generation Business Intelligence tools for deeper customer insights?
  8. Who should lead your customer management process improvement efforts?
  9. What are the best ways to drive user adoption of CRM technologies?
  10. What change management strategies and skills are needed to succeed?
  11. What are the right metrics for success?
  12. CRM pitfalls: What are they, and are there new ones to worry about?
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UpLeveling the Conversation: Social CRM Summit Brings Experts and Social Business Insights Together

#SCRM (the hash our group uses to communicate on Twitter) group embodies the very essence of what social media is about: genuine authentic, direct and real conversations. Being a participant and a practitioner, I thought I would share my observations and thoughts... not just at this conference, but what I have seen in the actions and behaviors of this group over the past year or more... And these foreshadow a world that is being created right now as you are reading this...

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Customer Experience Increases the Bottom-Line and Social Media Makes Changing the Customer Experience Easier

91% of executives say customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customers experiences over lower prices and better customer experiences drive higher revenue and profits,—according to Forrester Research .

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Customer Service Social Media: Social Media Works for B2B Businesses like Intel

Many of the case studies you've seen me write about are B2C. But in the report on ROI of Social Media, I gathered data on B2B companies too. Here's a list of B2B communities.

 

 Many people know Intel by their catch tune, "Inside Intel." And what's inside are the most amazing microprocessors that allow us to do great things back 25 years ago people could only imagine. Key to having been an innovator is always innovating. Intel- when they first came out with a new chip-- think back to the 286 processor and then transition to the 386. They met with some resistance in getting computer manufactuers to be interested in the chip. Why would you need more computing power?

So instead of staying stuck or ditching the product, Intel brought together a multidisciplinary team of individuals to tackle the problem. The net-net is that the team realized that its the end-user who is really their customer! when they went into computer shops and talked to the customers, they asked, "Would you like to be able to have many files open at once? Would you like to be able to run graphics programs, plays games, etc...." The customers responded positively with, "Of course we would!" That drove the computer store operators to tell the computer manufacturers to get those intel chips in their computers.  Ah... I love that "voice of the customer" story.

But what I love more is that Intel innovated, why? Because they listened. That's a skill most companies don't have. And with social media, Intel has put their listening on dual processor tubro charged power. They know that their ability to innovate and lead the market is based on harnessing the power, knowledge and collaboration among customers, resellers, etc.. and Intel.

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Seniors are a unique segment for online customer service

Using consumer data to challenge assumptions about how consumer segments will respond to various online customer service touch points is always interesting to me.

I’ve recently had an opportunity to the seniors (age 65+) and online customer service and found some interesting characteristics of the segment:

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