Arno Ham

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Arno Ham

Arno Ham

Sociotoco
  • Are There Influencers in Your Database?
    0 comments 1,237 reads
    Posted on 2010-07-20

    A few months ago, on a flight from Sweden to The Netherlands, KLM upgraded me unexpectedly to business class. I happily tweeted about this at the time. And only later I wondered: did KLM do this intentionally because they found out about my higher-than-average number of followers on Twitter? Did they assume I was an influencer?

    There has been a flurry of blog posts around the concept of influencers lately, all inspired by FastCompany’s controversial Influence Project, which, some people say, is all about reach and popularity, and not about influence.

    If the FastCompany project fails in determining influencers among their readers, then is it possible to identify the influencers in your database? Is it enough to run your database against a...

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  • Brand Monitoring With Radian6
    4 comments 3,210 reads
    Posted on 2010-05-12

    The very first step in your social media strategy should be to start listening. Listening to what people are saying online about your brand, products, services, and competitors. Based on these results you can further work out your social media strategy within your company.

    A variety of tools are available to start listening; free and paid tools. Jurgen investigated which of the free tools you could use best. I recently had a chance to try out 2 licensed tools: Radian6 and Buzz developed by Meltwater.

    In this post I will share my experience with Radian6. A post about Meltwater's Buzz will be published next week.

    I Like...

    Setup - Setup...

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  • Managing Social Profiles in Your CRM (Part 3)
    0 comments 1,397 reads
    Posted on 2010-04-23

    Part 3: Forming Unique Identities

    In this series of three blog posts we're investigating a few technical challenges for social CRM solutions. In part one we looked at the problem of finding people on social networks. In part two we discussed hiding various issues with social network APIs. And in this last part we look at the problem of duplication of network profiles.

    When you're working with social data from multiple networks, you inevitably encounter a number of challenges concerning people's on-line profiles. I will list a few of them here:

    Vanity urls
    Websites like Facebook and LinkedIn enable their users to define vanity urls (short names for their online...

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  • Managing Social Profiles in Your CRM (Part 2)
    0 comments 1,460 reads
    Posted on 2010-04-15

    In this series of three blog posts we're investigating a few technical challenges for social CRM solutions. In part one we looked at the problem of finding people on social networks. In this second part we discuss hiding various kinds of issues with social network APIs.

    Last week TweetDeck had to rush out a minor update because of a Facebook integration problem. It appeared that Facebook had implemented some changes in their public API, apparently without bothering to communicate this to anyone. The result was that TweetDeck users were confronted with authorization pop-ups every time they restarted the...

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  • Managing Social Profiles in Your CRM (Part 1)
    0 comments 1,724 reads
    Posted on 2010-03-31

    Part 1: Finding Social Profiles

    Social CRM is all the rage these days. Every month dozens of articles try to convince us that connecting our CRM systems to social networks will give us great opportunities for sales, marketing and support. But one important message seems to be overlooked among all these great stories: How do I connect my CRM to LinkedIn, Facebook and Twitter?

    The current generation of Social CRM implementations is facing a few problems when it comes to connecting CRM systems to social networks. First of all, the most innovative solutions on the market are all stand-alone products. But many organizations are not willing to install yet another tool as a separate island, and filling it with customer data. What they need is a social dimension in the tools that they already use, and a master data management (MDM) solution across...

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  • Let Your Customer Keep Your CRM Up-to-Date
    2 comments 1,452 reads
    Posted on 2010-03-22

    Last week (18-03-2010) Arno and I visited the CRM Innovation Event in Arnhem. We were asked to do a lab session to show people our innovative Social CRM API. This neat little service connects with 30 different social networks to track people's updates on these networks.

    We created a small demo, specifically targeted to people interested in social CRM, to show some of the capabilities of our service:

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  • What Businesses Can Do for Me... Here and Now
    0 comments 1,320 reads
    Posted on 2010-03-19

    When I was flying with KLM to Sweden last week, I noticed a stewardess welcoming a few
    passengers and offering them drinks    . The others around
    them didn't get these "special" drinks, and were completely
    ignored. (Including me.)

    Why?

    Because the "welcome" passengers were frequent customers, with a
    status called Elite, Silver, Gold, Marble, Platinum, Titanium, or
    whatever. Valuable customers. KLM knew exactly

    who they were, where they were, and when
    they were flying.

    I think those "welcome" passengers didn't mind the special
    treatment. In fact, if I had paid thousands of Euros on a
    dozen air tickets, I would expect to be treated as a
    special guest every now and then.

    What if you could treat your valued customers in a
    similar way?

    What if there are twenty customers in your retail...

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  • Social CRM Innovation - Where Is It?
    7 comments 4,984 reads
    Posted on 2010-03-19

    Yesterday (March 18th) there was a CRM Innovation Event in The Netherlands. Speakers like Paul Greenberg and Alan Rosenblatt told an audience full of CRM experts how Social CRM would change their world.

    But the CRM industry isn't that far with Social CRM yet.

    The state of the CRM business quickly became apparent from the many dark business suits and a relatively high average age of the attendees. (Our own company had 2 people there, 24-32 years old, and some asked if they were students...)

    And what did the dark business suits talk about and demonstrate to each other?

    They discussed brand monitoring. Checking out what people are saying on social networks. So we asked them: "Are you monitoring what your own customers are saying? Because the information on...

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