Brian Solis on Digital Transformation, “Transforming businesses through digital innovation — blazing through dreams, disruption and delivery.”
Every Company is a Cloud Company: The Relationship Between Technology and the Future of Business
People first. That’s where this discussion begins. My guest on this episode of Revolution is NetSuite CEO Zach Nelson. For running one of the leading companies in the cloud business software game, Nelson is among the more grounded and sincere technology executives I’ve sat down with in quite a while. We didn’t discuss innovation, speeds and feeds or key differentiators of NetSuite versus other companies, instead we looked at people, why and how they run businesses, and how technology enables…
How Social Media is Sparking Organizational Transformation
It is with great pleasure that I share with you some exciting and hopefully helpful news. Salesforce and Altimeter Group recently collaborated on a special project to help executives understand the real impact of social media and in turn how to lead meaningful and lucrative transformation. The result is The Little Blue Book of Social Transformation, a free ebook that outlines 20 principles to lead change. It is available today as a complimentary download here. Now, the backstory… Executives are…
Nissan Embraces Social Media to Improve Customer Experiences and Foster Advocacy
In this episode of (R)evolution, Nissan’s David Mingle, Director of Customer Management and Erich Marx, Director of Marketing join me for a refreshing conversation about social media’s impact on business transformation, customer experiences, and building an adaptive business model to learn and evolve based on new opportunities. We explore Nissan’s approach to new media for not only marketing, but also how the company uses social media to invest in and shape the customer experience over time. Having both David and…
How Suntrust Uses Social Media to Engage Customers and Comply with Regulation
Financial institutions are bound to rules and regulation than other companies experimenting in customer engagement, specifically in social media, can ignore. Over the years, SunTrust has stood out as one of several examples that understand how to use regulatory boundaries to inspire a new generation of customer engagement. The result is finding balance between risk and reward to meet customer expectations and improve customer experiences now and over time. As I’ve always believed…constraint forces creativity. Bianca Buckridee, AVP of Social…
Dunkin’ Donuts Uses Social Media to Improve Customer Relationships and Experiences
Dunkin’ Brands is a customer-centric business and has earned a community of loyal supporters over the years. If “America runs on Dunkin’,” or if it is to continue to do so, the company must continue to earn the time, attention, and support of customers. As their behavior and preferences evolve, Dunkin’ to must rethink its customer approach to remain part of its customer’s daily routine. Tyler Cyr, Web Communications Manager, Dunkin’ Brands shares how social media helps continue and improve…
How Social Customer Service is Changing the Culture at Comcast
Comcast and service are two words that have been closely aligned and analyzed since Frank Eliason initiated the @ComcastCares program on Twitter. Eliason built a new channel for engaging customers to solve their problems. More importantly, he also developed a new infrastructure at Comcast to learn from their experiences. Frank has since joined CITI, but before his departure, he solidified the future of @ComcastCares by placing it in the hands of Bill Gerth and Kip Wetzel. Under the direction of…
Marcel LeBrun of Salesforce Radian6 on the Future of Social Media Monitoring
Radian6 is one of the industry’s leading social media management platforms and was recently acquired by Salesforce. I was invited to join Salesforce at its recent Social Advisory Board meeting during its annual Dreamforce conference in San Francisco where I had an opportunity to sit down with Marcel LeBrun, SVP and GM of Salesforce Radian6. As part of a special edition series of Revolution, Marcel and I discussed the evolution of monitoring and listening and the important role learning and…
Salesforce Listens to Market Trends, Acquires Radian6 for $326 Million
Boom Boom Pow. Salesforce, a purveyor of cloud-based solutions for customer relationship management (CRM) & collaboration for enterprise organizations and small businesses announced that it is acquiring social media monitoring platform Radian6 for $276 million in cash and $50 million in stock. Radian6 is used by more than half of the FORTUNE 100 and companies like AAA, Dell, GE, Kodak, Molson Coors, Pepsico, and UPS to monitor, analyze and engage in social media conversation. Chairman and CEO of Salesforce Marc…
