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Mark Tamis

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Associate, Social Business Strategist, Net-7

88 points

Feb. 15, 2012

Mark Tamis and 5 other people answered this question

How would you define a "social enterprise"?

Enterprise 2.0 was coined by Harvard Prof. Andrew McAfee, but the term got confused with the set of tools (software) such as activity streams, enterprise wikis, collaboration platforms rather than a more open, fluid, transparent approach to doing business.
To distinguish themselves from this technical ... more

Customer Service

Nov. 4, 2011

Mark Tamis answered this question

Who are the best analysts covering European e-commerce?

Hi,
One I found who might be of interest to you is Martin Gill @martinjohngill who is with Forrester. Sample blogpost: European Online Retail : Adopt A Local Approach http://bit.ly/oqJ5PV , but in general I find that not many names stand out.
You may want to have ... more

Information Technology

Sept. 5, 2011

Mark Tamis is now following Carlos Orosco and 9 other people

July 13, 2011

Mark Tamis is speaking at this roundtable

The Future of Social CRM

Customer Service

Customer Experience

April 4, 2011

Mark Tamis recommends this answer by Mike Boysen

What are the top 3 questions to ask before purchasing a CRM solution?

1. What job(s) are we hiring this "solution" to help us with?
2. Which outcomes, which we use to measure the success level of getting the job done, are most under-served in our present situation
3. Are we willing to use what we learn to prioritize the ... more

Customer Service

March 23, 2011

Mark Tamis recommends this answer by Brian Vellmure (@BrianVellmure)

Social CRM Best Practices: What are your 3 tips for developing a social CRM strategy?

Craig,
How about 5+5? I couldn't keep it to just 3.
There are some fundamentals at work regardless of the social element. It's important to recognize these fundamentals as the underlying framework for your strategy, and as Mike pointed out, not to view Social CRM as detached ... more

General Management

March 16, 2011

Mark Tamis and 2 other people answered this question

How can social CRM enhance the customer experience for retail companies?

Hi,
I wrote a scenario that might be of interest to you in the light of this http://marktamis.com/2011/02/28/social-crm-in-retail/ . Basically the idea is that you provide means for people to connect with each other to enhance the shopping experience with you.
Best
Mark more

Customer Service

Customer Experience

March 14, 2011

Mark Tamis and 16 other people answered this question

Attention busy professionals, What makes you want to spend valuable time on social sites like Focus?

For me there are four main reasons -
1. Find answers about what interests me
2. Find people who have expertise in what interests me
3. Find out what is of interest to others (spot trends)
4. Personal Branding
The fourth point may seem to honest for some - but ... more

General Management

Social Media Sites

March 12, 2011

Mark Tamis answered this question

What social CRM features would you like to see that aren't currently available?

- social graph
- interest graph
- personality analytics
- network mapping
- behavioural triggers
- multichannel event linking
- cross-channel evolution
etc.

Customer Service

Information Technology

March 7, 2011

Mark Tamis and 6 other people answered this question

How do you boost CRM end-user adoption rates?

Without going into lengthy discussions, I'd say make it so that it helps users in doing their jobs better, and not so that it only serves to meet management reporting needs. Too many solutions are focused on management needs, and not on adding value to ... more

Customer Service

Jan. 19, 2011

Mark Tamis and 3 other people answered this question

What are the top CRM solutions for seamlessly integrating with disparate legacy systems?

Rather than just saying which CRM platform can connect to legacy systems, I would first look at the architecture and the possibilities of these legacy applications to be 'exposed' to other systems.
When I worked for Attachmate, I made mainframe data and application logic (very important ... more

Jan. 11, 2011

Mark Tamis and 3 other people answered this question

What is the missing piece in Social CRM?

the missing piece is analytics:
- to extract actionable insights about customer needs and expectations
- to mine for behaviour patterns (such as to anticipate churn)
- to present the right information at the right time in the right setting to sollicit an action
but also to assist ... more

Dec. 29, 2010

Mark Tamis is now following

Dec. 29, 2010

Mark Tamis is now following

Dec. 29, 2010

Mark Tamis is now following

Oct. 14, 2010

Mark Tamis and 8 other people answered this question

Do you think social media should be opened up as tool for full time customer service agents?

We should expect the next two years to bring strong growth in non-voice interaction - which means that customers will likely turn to social media to request service and assistance from you (and also from their peers in for example Community Support platforms) and expect ... more

Customer Service

Focus Interactive Summit

Oct. 13, 2010

Mark Tamis and 5 other people answered this question

What are the top challenges of a SCRM system?

I agree Jon. Filtering and analytics are key here. Where there will be a real benefit to the business is when you you combine and correlate customer transactional data with their activity and behaviour patterns their actions and your interactions with them in Social Media ... more

Sept. 24, 2010

Mark Tamis and 12 other people answered this question

Do you prefer TweetDeck or Seesmic to manage your social media interactions?

Unlike Paul I have no issues with CPU (peaks at 3%), it does have a heavy memory footprint of 106MB (but still this is nothing compared to some of the other apps i have running). Tweetdeck meets my current needs - except when it hits ... more

Social Networks

Twitter Desktop Applicaitons

Sept. 23, 2010

Mark Tamis and 5 other people answered this question

What is your definition of social CRM?

Social CRM is a strategy and programme that aims to help the company understand the customer context beyond what is available through transactional and demographic data, so as to better better shape its response to the customer job-to-be-done and meet the desired outcomes. This can ... more

July 4, 2010

Mark Tamis recommends this answer by Paul Greenberg

What's the "next big thing" in social CRM?

When it comes to social sales, the most important thing that sales professionals can get ready for is the use of sales intelligence for gaining not just a competitive edge, but greater knowledge of who the customer is. Keep in mind that traditional sources for ... more

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