After Guy Kawasaki keynote at SugarCon 2012, I had the opportunity to discuss how to enchant your customers with Dr. Natalie Petouhoff, Chief Strategist & Evangelist, Brent Leary, Owner, CRM Essentials, and Larry Augustin, CEO of SuagrCRM and Guy Kawasaki. Here is the full video of the keynote and panel. The panel starts at the 00:55:16 minute. You can go directly to the start of the panel here. Continue reading

CRMOutsiders announces the TOP CRM Blogs from 2012. Here is the list for 2011. I have the opportunity to in both years (Spanish blog). Make sure you follow this impresive list of CRM practicioners, analysts and influencers. Continue reading

The #CustomerService100 finalists are announced! Excellent list to influencers and practicioners of in the customer service industry. I am honor to be number 26 on the list compiled by ICMI Call Centre. Make sure you follow at least the Top 20. Continue reading

During the Sapphire Madrid 2012 I had the opportunity to discuss the importance of customer analytics in creating customer loyalty programs. The interview starts at the 11:55 min. Continue reading

Listen to this radiocast with #SAPRadio about Multi-Cultural Marketing: Ready to Reach 50 Million Latinos? Hosted by Bonnie Graham from SAP Game-Changers. I had the opportunity to chat with Mike Valdes-Fauli and Rae Leyshon the impact of the Hispanic market from the social CRM and CRM point of view. Continue reading

I had the oportunity with other guest speakers to discuss some 2013 predictions with SAP - Radiocast with SAP GamepChagers about the 2013 predictions - hosted with Bonnie D. Graham. Continue reading

Tim Wilson from Nearshore Americas interviews me about the impact of social media in call center and BPOs from Latin America. I had the opportunity to discuss my views around analytics, communities and managing process using different social crm technologies. “The risk in Latin America is that many call centers promote ‘non-voice services’, but they don’t really know how to do social media,” says Jesus Hoyos, a principal with Solvis Consulting. Hoyos says that companies can become victims of their own success. If businesses and their outsourcing partners do not have a technological model that can scale, then they can... Continue reading

This is a a repost. Original post found here - By David Spark. Posted on September 11, 2012 by David Spark CRM doesn’t reside solely in your CRM application. It’s actually global with service participants being anyone that you can connect with online, not just official customer service representatives at a call center, explained Jesús Hoyos, Principal of CRM in Latin America, in our conversation at the CRM Evolution 2012 conference in New York City. We’re undergoing a global impact of CRM where we’re not beholden to a specific call center to get an answer. Instead you can reach out... Continue reading

Early in 2013 I had the oportunity to discuss the Social CRM market in Latin America with Robert Lavigne. We discussed different topics from the cultural aspects of implementing Social CRM to the nuances of working in Latin America. We also related Social CRM to the new "farmer's market". Continue reading

This is a repost of my interview about the cloud with SAP. What does the cloud mean to you? Cloud enables me to do things quickly and be more agile - both in terms of my personal life as well as how I run my business. The more agile I can be, the more effective and productive I am, which translates to higher revenue. In your opinion, what is the biggest advantage of cloud-based solutions? The key challenge my customers are asking me is “I need something faster and I need it yesterday.” Based on that definition, when I gather... Continue reading

This is a repost. Original post found here. Welcome to CRM Idol Season 3 We've had quite a ride up to now. None of us ever realized that this competition would get this important to the CRM and social markets. In the 2 completed years, eight of the participants have been acquired, several others gone on to a great deal of success and many others far more visible than they had ever been before they began. Many have ongoing relationships to the CRM community that wouldn't have been possible without their participation. This year we expect the largest group of... Continue reading

Global Considerations for sCRM Strategy from Jesus Hoyos Continue reading

El certamen de CRM Idol regresa en el 2013. CRM Idol 2013. CRM Idol ya ha sido establecido como el evento de la industria para startups o negocios que están creciendo y ofrecen soluciones de CRM o Social CRM. El... Continue reading

Presentación (y Tweets) sobre mi charla en el Café Digital sobre la fusión del CRM con el mundo digital en donde ya tenemos empresas como Salesforce.com vendiendo anuncios de Facebook y Twitter (Social.com) ya con su integración con el CRM.... Continue reading

Esta entrada es un "re-post" del blog que tengo con Esteban Kolsky en donde conversamos sobre la industria de CRM (Podcasts y Vídeos). En iTunes se pueden inscribir a los podcasts y vídeos. En este vídeo hablamos de los eventos... Continue reading

Aquí les tengo mi presentación de SugarCon 2013 sobre los 5 pasos para integrar los aspectos globales de las redes sociales con tu estrategia de Social CRM. Global Considerations for sCRM Strategy from Jesus Hoyos Related articles Traditional CRM VS... Continue reading

Tradicionalmente pensamos que CRM es ventas o servicio al cliente. Ventas seria todo el tema de salesforce automation - leads, oportunidades, forecasting, pipeline y reportes. Y servicio al cliente es todo lo de manejo de casos, reclamos, call center, soporte... Continue reading

Recientemente Salesforce.com lanzo su nuevo mensaje del "Customer Company". Denis Pombriant, colega de CRMIdol, escribió un buen resumen del nuevo mensaje de Salesforce.com. Leyendo el articulo de Denis me puse a pensar, si como empresas en la región realmente somos... Continue reading

Como parte del programa de Influenciadores de SAP he tenido la gran oportunidad de asistir a sus eventos en Europa, Estados Unidos y América Latina. Y esta semana regreso al SAP Forum Mexico 2013 (ver mi entrada sobre SAP Forum... Continue reading

Anualmente durante los meses de diciembre y enero, los expertos y peritos revisan las tendencias de la industria de CRM. Estas revisiones producen muchos reportes, blogs, podcasts e infografias (ver video con Esteban Kolsky y este servidor hablando del 2012... Continue reading

Les comparto mi presentación en slideshare y vídeo de MundoContact en Ustream sobre mi charla del retorno de inversión para un programa de Social CRM. Los elementos de un ROI para un programa de Social CRM from Jesus Hoyos Video... Continue reading

Los invito a ver mi presentación que di en el evento de Appeco en Lima, Perú, en Septiembre. Componentes de un Social Command Center from Jesus Hoyos Related articles The evolution of the social media command center in Latin America... Continue reading

Recomiendo la lectura de este whitepaper por Brent Leary y Becky Carroll sobre los resultados del estudio del Social Customer Engagement Index 2012. Tuve la oportunidad de que Brent me entrevistara sobre los resultados y mis observaciones de como hacemos... Continue reading

Filiberto Selvas regresa al blog escribiendo sobre las oportunidades y complejidades para fortalecer las relaciones con clientes o consumidores a base de una platica que ambos tuvimos recientemente. Filiberto es un "advocate" del CRM Social y ha trabajado como Product... Continue reading

Sabemos que el rol del Community Manager es importante para el manejo de las redes sociales, pero en mi opinión si la empresa esta realmente lista para monitorear las redes, facilitar conversaciones y gestionar oportunidades de ventas o manejar temas... Continue reading