Today, I was honored to appear on Information Management's DM Radio - on a show dedicated to Customer Analytics. This was a CRM focused episode and we discussed the current state-of-the-art aspects of measuring success with CRM strategies. My segment (which was third) was to discuss Social Media and how it has started to affect CRM strategies and measurement.
If you're into CRM, and Measuring CRM, It's an informative one hour to listen to - and there were some incredibly smart people on there including Mark Angel of Kana, Lisa Pierce from Strategic Networks, John Strabley of Quaero and of course the Hosts, Eric Kavanagh and Jim Ericson.
Some of the key things we talked about over the hour:
- Lisa Piece told some stories about how telecom companies are struggling with customer service - and how the vast majority of people who buy a smart-phone call in at least once to customer service.
- Mark Angel, the CTO of Kana, discussed the changes (and specifically the pace of change) he's seen in the CRM space over the last couple of years.
- I talked alot about the Social Media space and CRM - and how some social media analytics companies are building better "filters" in order to provide enterprises with better ways to monitor their customers online.
- John Strabley of Quaero capped it off by pointing out that really the customer has been lost - and that the focus on a "back to basics" strategy is what's needed.
Then, to cap off the last ten minutes we had a lively roundtable discussion and exchanged some great ideas....
If you'd like to listen to it - it's available as a stream or an MP3 Download (Registration Required).
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