Posts Tagged engagement


    Social CRM — Opportunities and Challenges

    March 11th, 2010

    In this blog, I would like to offer a primer on social CRM (or sCRM for short) and discuss the opportunities and currently unresolved challenges associated with implementing sCRM in practice.


    Best Practices — Engaging Customers at ING Direct

    September 28th, 2009

    Established about about nine years ago, ING Direct (the US subsidiary of the Netherlands-originated ING Group) has quickly become a popular bank among tech-savvy and savings-oriented customers.  Much of its success can be contributed to the way it engages and empowers consumers, as described in the book The Orange Code coauthored by ING Direct’s founder [...]


    Best Practices — Effective Use of Twitter

    April 10th, 2009

    What is it? In this entry, I am going to discuss two organizations: McKinsey Quarterly and Brooklyn Museum.  These two organizations are very different in many ways.  But they share one commonality in that they both use Twitter very effectively in gathering customer intelligence and strengthening customer relationships.  McKinsey Quarterly’s Twitter username is @McKQuarterly; and [...]