Social Media; The new “it’s not what you know”?

A lot is written about the risks your social media presence can have on your current or future career, the ill advised Facebook photo, a slightly ranty tweet or a staring role on YouTube – that uneasy feeling that big brother Google is indexing a big data catalogue of all of our lives. Yes, yes..

On Online Surveys: Rich Hall – Marketing Genius

If you don’t know Rich Hall, he is an American comedian who’s also done quite a lot of stuff on UK TV. A very funny fellow, who I now believe is an online marketing genius. Why do I think he’s an online marketing genius? Is it that he sells a gazzillion DVDs or the iTunes..

Has CRM Finally Decided it Owns the Customers Digital Voice?

So, today Salesforce.com has moved to acquire Radian6, a respected and possibly ‘leading’ vendor in the relatively new space of Social Media Monitoring (SMM), a rival to products like Alterian’s SM2 product that I knew relatively well. For anyone interested in digital engagement whether you call it web (WEM), customer (CEM) or pervasive (PEM) this..

Web Engagement – The Emperor’s New Clothes?

Recently I’ve been seeing ‘an examination’ shall we say of the term Web Engagement Management and the acronym WEM. There is a suggestion that it’s a figment of the fervid imaginations of software vendor marketing departments possibly in collusion with certain analysts and that dreadful things should be done to it’s proponents. In addition, this..

Introducing the Web Engagement Capability Model

I originally posted this on the Gilbane blog back in October 2010 when I was an analyst there – as that blog has now changed hands and many posts removed, I wanted to preserve my writing here…   To support our research and analysis, Scott Liewehr and I have been working on a capability model to define..

Your Website – Your Customer Service Agent

I’m doing some work for a new client, who look at optimizing customer service across multiple channels using, rather interestingly – artificial intelligence. In my research on this I find myself observing an interesting convergence with the Web Engagement / Web Experience mantra that I’ve been peddling here and that there is perhaps something here that..

Engaging Clouds

I was delighted to recently be asked to comment on a paper by Robert Rose over at Big Blue Moose as he dives into the waters of analysis and research with his first paper – Marketing From The Cloud – How Digital Marketers Are Using Software As A Service. It’s a subject I’ve been thinking..