I spent 3 days recently at the University of Toronto’s CRM Center of Excellence. It was a fascinating experience as I listened to ‘thought leaders’ in the CRM and Social Media space including Paul Greenberg (author CRM at the Speed of Light), Ray Wang(social guru Forrester/Altimerter Group), Mitch Joel (author of Six Pixels of Separation) and many more interesting speakers not to mention a fascinating group of attendees. The seminar and conversation centered around Social CRM. If you haven’t explored this topic, Google “Social CRM”. I’m interested to know how this change in customer relationship management, centered around the “customer experience” and the “customer controlled business ecosystem” will play out in the public space?
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