Tag Archives: social media

Yet Another Predictor For This Year

As 2015 begins to roll, it’s time to consider what this year may bring along with it in terms of issues and opportunities along the supply chain. Certainly things will change as they always do, but whether those changes will be good for each of us individually or not will depend on circumstances that will be different for every company.
In his story “Supply Chain Predictions for 2015” our own Michael Martz looked at topics including big data, robotics, drones, and the Internet of Things. I agree that all those expanding technologies will have significant impacts on everyone in the supply chain in the coming years. But I also think that the most significant issue we will see this year will be something prognosticators tend to disregard.


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Revolution in CRM


Many companies keep avoiding social media contact center integration. But the CRM that we all know is morphing into CEM (Customer Experience Management). A conclusion is that CRM and marketing need to merge. So “CEM Marketing” will  become a key player in customer engagement strategies. Marketers will be working as part of a cross-organizational team with executives and contact center agents to understand and reach out to customers. So where does “CEM Marketing” fit in the company organization? If you said SUPPLY CHAIN MANAGEMENT you are correct. 

Where is Retailing Headed? If You Are In The Supply Chain, You Better Know


In April, 2013, Mike Martz wrote about “Omni-Channel“. It is all about the way we will be buying as a consumer. He sent an alert to eCommerce and the supply chain that it will have a BIG effect. To me, it sounded like a revolution was coming! I decided to learn more.
I took a look at an excerpt from a new book by Doug Stephens called “The Retail Revival: Reimagining Business for the New Age of Consumerism”. The retail that we know is going to change. Won’t be tomorrow; might take a decade or two. It is all about data, processing power and connectedness.

The word retail comes from the Old French word retaillier, meaning cut up or divided up. Thus a merchant who bought a large quantity of one or more products, then divided it up into smaller quantities for resale to consumers, was called a retailer. Doesn’t say anything about the retailer requiring a “brick and mortar” store. Consumers have always had to go SOMEWHERE to shop (store, internet, telephone, catalog, etc) because the manufacturers, wholesalers and retailers controlled the show.

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Social Media in the Acquisition Process


By now, we all know that organizations are taking full advantage of social media to closely connect with customers and to promote their products and services. But several articles and studies show that social networks are now a top purchase-evaluation tool for decision makers. Professionals connect to vendors on social media sites, and a many say that social media plays a role in every stage of the acquisition process. Just IT spending is expected to reach more than $3.5 billion this year. Influential buyers seek as much useful–and current–information as possible. They chat with peers and vendors who can help them make the right choice.

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Check Out the Latest in Social Media


In the last several months, there have been many significant changes in Social Media. Shown below is a summary of these changes and the impact they are having on the whole Internet and all of our lives.

The onset of Social Media has altered the whole communications pattern. Used to be the company was in control of communications. Yes, an unhappy customer could write a letter or call an 800 number. But the manufacturer could keep a problem bottled up and fix it their own way. Now, a problem can come out of the closet in minutes and spread all over the Internet.

But crisis management is only part of the story. Add in customer service, marketing and market analysis. There is a definite ROI for businesses. We can point to specific campaigns run on social platforms such as the Orbitz Travel Ticket Giveaway. It used to be all about “engagement” with customers, now ROI is visible. You get as many page clicks on Social Media as you get from a Google ad …..and at no cost!

Social media is no longer just a platform for communication. It can be used very effectively in combination with sales channels, digital or physical, and be directly linked to revenues. An example is how Coca-Cola used Facebook to create flavors of their Vitamin Water.

Supply Chain Management Trends


Everyone is suggesting what the trends in Supply Chain Management (SCM) are for 2013. Most of the writers agree on a “core” of important trends (sort of like the  “motherhood and apple pie” thing. Then there are even some new ones that pop up too. I am going to bring out as many as I find. Where they are not as common, I will provide a link to more information. Read on and tell me if you agree or disagree.

Latest Social Media Aps / Sites for Businesses

HerbieTheLoveBugWorking with Amy Harren from SPS Commerce, we have put together several applications and WebSites that can help you more easily get through the business day. We’ll start out with Bizzabo, a social conference directory.

Bizzabo helps professionals discover new business opportunities at conferences and events, while enabling event organizers to promote their event and engage directly with their attendees. By delivering up-to-date event info and networking opportunities, Bizzabo helps making the most out of every event. Gone are the days of staring at name tags and searching for a potential business opportunity, all while wasting valuable time and money.

Bizzabo is the ultimate mobile networking application – one that facilitates the creation of meaningful business opportunities for event attendees, and enables event organizers to boost their social interaction before, during, and after the event.

Bizzabo helps event attendees generate handshakes and create face-to-face meetings. You can find out who else is at the event; interact with other attendees, and set-up face to face meetings on the spot. Get suggestions for interesting people, custom-tailored to you by your personal business profile. Use Twitter to be a part of the buzz, and leverage LinkedIn to keep in touch with new connections. Discover relevant future events, and find out who else will be attending them. NO COST.

Social Media and CRM

Social media make the customer more powerful than ever. Companies must re-learn how to listen and react. The customer is always right is one of the two ”commandments” of a super market chain in Connecticut. Their second commandment is “see rule number one”.  Anyone who does not take this seriously will not do well on social networking platforms where customers have not only a louder voice, but also can be heard around the World in minutes.

Social Customer Relationship Management (CRM) is real time. It is not only complaints and questions, it is compliments and sales leads too. Over the last few years, we brought conventional CRM into the world of technology: alignment of help desk, marketing, customer service and business policies. We are able to attract new customers and satisfy current customers. Social CRM is just continuing what we do now, but adding in social platforms. Social CRM just forces everything out in the open.  So all we really need to do is add social technologies to our tool bag.

Is Social Media Really Sociable?


Is Social Media all about true interaction between two parties or is it just “tapping keys”? Should the word “social” be changed in Social Media to either “Digital Media” or “Emedia.”? We define Social Mediaas “Digital communication between multiple individuals or organizations in an effort to further the personal and professional endeavors of each,”

What is a Social Supply Chain?


Social supply chain is using “social media technology” all across the entire supply chain : from supplier’s suppliers to customer’s customers. It means integration of social media technologies (collaboration, sharing) to connect and encompass the participants across the whole supply chain.

The customer-facing side of companies is getting busier. Customers use social media to connect with their peers from a marketing standpoint to promote and advertise their services and capabilities. Social media is now particularly important  in customer service environments. Consumers are able to communicate with customer service departments through Twitter and Facebook.

In the supply chain, companies have begun using social media to work with suppliers, vendors and customers. As an example, they can have discussions on issues and arrive at a concensus.