Thoughts on Social CRM, E2.0 and Cloud Computing

Big Data Analytics is making big headlines these days. Just check out a few from recent past: Big Data -- Big Money Says It Is A Paradigm Buster - Forbes.com For Start-Ups That Aim at Giants, Sorting the Data Cloud Is the Next Big Thing - The New York Times Accel Makes Big Commitment To Bi

After Outcry, Verizon Abandons $2 Fee" screams a headline from today's online edition of the New York Times. And the article makes it very clear that Social Media played no small role in telecom giant's hasty retreat from levying a new $2 fee on bill payments. This story is a harbinger of things to

As 2011 comes to an end and as we look forward to celebrating New Year 2012, one thing that strikes most looking back is the massive increase in ownership and usage of Smartphones and Tablet computers. Just consider following headlines in the last few days: "On Christmas day alone, a total o

Here's an excellent example of the importance of responding to a Social Media crisis before it is too late. On December 19th, 2011, a YouTube user (username "goobie55") uploaded video of a FedEx delivery person throwing a video monitor into his/her yard. In goobie55's words: "Here is a video of m

Time flies! Here we are just a few days before Christmas and looking back at 2011, I cannot help but wonder at the amazing speed with which the year flew by! 2011 will be remembered for the effective role Social Media played in activist movements across the globe. Looking at the future, one c

In one of my previous post titled Social Media: The New Front End of CRM System, I highlighted that Social Media has empowered customers like never before as they can discuss about brands/products on Social Media channels and companies have no control over what customers are saying about their brand

Netflix, Inc., the provider of online video streaming and DVD by mail service, has fallen from customers' grace hard and fast. Once a darling of its customers, Netflix management seems to have misjudged the negative impact of price increase and other service changes they announced "unilaterally" thi

Gartner, Inc., the Stamford, Connecticut based IT research and advisory firm recently reiterated its guidance that "market for Social CRM is on Pace to Surpass $1 Billion in Revenue by Year-End 2012" (for more, see this). I have seen similar estimates regarding size of Social CRM market from other

I have seen several examples of marketers in both,  Business to Business (B2B) and Business to Consumer (B2C) segments, trying to use the same old B2B or B2C strategies when it comes to Social Media marketing. Marketers are failing to take advantage of unique characteristics of Social Networks by n