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I was reading Peter Auditore's post about the social customer, where he lists some characteristics about the social customer: I am connected nearly all the time. I expect you to know me. I operate within my own ecosystem of organizations, peer groups, businesses and services. I use technology like a car; I put the key in and go where I want to go. I am active in social media peer groups that are important professionally and personally. I am important to your bottom line. I am demanding, I have high expectations and I seek the best value. I get nearly... Continue »
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After writing the post about the Social Customer in Latin America, I started thinking about a few things that I noticed are happening in the region. 1) The first Social Media event for Latin America is next week in Mexico City. This event is special to the region since it is an event produced and organized by a social media practitioner, it is not organized by consultant company nor a media agency. The event is produced by Christian Lisogorsky. He has his own business and uses social media to generate new business. I met Christian last year to discuss the... Continue »
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via slideshare.net Posted via web from JesusHoyos.com Posterous Continue »
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Today I gave a presentation about Social CRM for PYMES (small and medium business in Latam) at the Axelartum Summit - an event to help small business in Mexico accelerate in their industry. They idea of my presentation was to convey the message that PYMES have access to many CRM tools that will allow them to compete with the big guys. One of the key questions from the audience was about buying a service and product like Zendesk or ZohoCRM via the Internet and be able to get the local invoice, and of course pay in pesos. My response to... Continue »
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Image via Wikipedia Twitter is becoming a very active social channel for many Mexicans. Mexico is one of the few countries in Latin America under the Trending Topic option on Twitter. There are local mobile apps like Twitea.me that allows you to send tweets from your phone and Foursquare is gaining acceptance among many of my friends in Mexico City. The Social Media Club Mexico's Blogger Hub managed to make #smlatam a trending topic during the event which was the 1st Social Media Latam event in February 2010. Local government agencies (GobiernoDF), politicians, TV stations, newspapers and non-profit companies are... Continue »
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As customers or consumers, we are identified in many CRM systems as prospects, contacts, accounts and companies. What's wrong with this? That many CRM systems do no have a data model to manage us a people (a person) or individuals with many roles and relationships. This is constant problem I see with CRM solutions in Latin America. When we sell to individuals in Latin America, we sell based on a relationship, there is no forecasting or prospect to manage, it is all about the relationship. Don't get me wrong, there is forecasting to manage and accounts to visit, but the... Continue »
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Paul Greenberg invited me to include a 2010 CRM Latin America forecast on his blog, and it was not a forecast about the region and how vendors will do, but a forecast about how some CRM trends will evolve in Latin America. Thanks, Paul... for the invitation to write on your blog! Check out Paul's 2010 forecast: Part 1 & Part 2. My summary is on Part 1. This post is about how I think vendors will do in the region in 2010. My forecast is based on research, conversations with customers, partners and colleagues in the industry, especially in... Continue »
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We are halfway in 2010 and I have been observing 6 key CRM trends on my independent analysis and conversations with prospects, agencies, colleagues, vendors and customers. 1) Social Media integration in the Call Center: Local call center outsources and vendors in Mexico, Colombia and Argentina are looking to integrate social media with their solutions. Some of these vendors are setting up new social media centers using both call center technology and social media services. This is a natural trend due to the nature of the call center industry in Latin America. In some major call center events, I have... Continue »
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Today Facebook announced their new Social Plugins and we're excited to be a showcase launch partner. In fact, TypePad bloggers are the only bloggers to have access to these features at launch. Woot! Starting Thursday... Continue »
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There's no such thing as too much traffic. You could read SEO blogs until your eyes fall out but the truth is you don't need a PhD in statistics to build your blog's traffic. It's... Continue »
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Gravity is a prototype developed by SAP Research in Brisbane, Australia and SAP NetWeaver Development providing real-time, cloud-based collaborative business process modelling within Google Wave. Google Wave is Google's new real-time collaboration platform that combines features of e-mail, social networking,... Continue »