Guest : Ginger Conlon, Rob Bois, Marshall Lager and John Yaggie
Aired : Monday September 30th, 2008
Last year we assembled a trio of CRM experts to talk about the latest developments and what businesses of all sizes should be considering as they implement crm strategies and technologies. We're glad to welcome them back to see what's changed, what's new and what's important for you to know- now and in the near future. Our guests include 1to1 magazine's Ginger Conlon, Rob Bois of AMR Research and CRM magazine's Marshall Lager. We cover the growing impact of social media on CRM, how CRM may help you retain customers in the current economic conditions, and hear how companies are using tools like Twitter to connect with customers and prospects. We also pick the gang's collective brain to find out what we'll be talking about next year when we bring them back in 2009. If you're thinking about integrating social media into your CRM initiatives, this is a must-listen!
Sites mentioned during the conversation:
- 1to1's Think Customer blog
- 1to1's Get Past The Hype social media blog
- CRM magazine's blog
- AMR Research's First Thing Monday
If that's not enough, we also speak with John Yaggie, senior director of CRM for consulting firm Avanade. John shares with us the results of Avanade's recent study they undertook measuring the interest, implementation and impact of social media on CRM initiatives. John shares some surprising findings, and gives his take on why so many companies believe social media is important to the future of their companies, but almost 60% of respondents have no current plans to use it.
Ginger Conlon, editor-in-chief of 1to1 Media , is responsible for the direction and day-to-day editorial operations of 1to1 Magazine and its e-newsletters. Additionally, she serves as vice president of analyst relations for the CRM Association and as a board member of the New York chapter of the ASBPE. Ms. Conlon is a 20-year industry veteran, having covered sales, marketing, and customer service strategies and technologies since starting her journalism career. Previously, she served as the editor-in-chief of CRM magazine.
Rob Bois works as a research director in AMR Research’s Market Services team with a specific focus on customer management. He is dedicated to the detailed study of business processes and software related to sales, service, and support functions. Rob is specifically responsible for researching, analyzing, and writing about channel management, sales tools, marketing automation and software-as-a-service .
Marshall Lager is CRM magazine's senior editor. He assigns and edits daily news stories for destinationCRM.com and for the Insight section of the magazine. Marshall covers the sales and wireless technology news beats in addition to writing features and section articles for CRM magazine and its Web site. He also writes "Pint of View," the magazine's humor-in-CRM column.
John Yaggie is the Senior Director for CRM at Avanade, with responsibility for sales, business development and delivery of Microsoft Dynamics CRM solutions for Avanade’s enterprise customers. John has spent the last 15 years working with customers to help them design and build highly integrated CRM systems to meet their unique business challenges.
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