Welcome!

CRM Authors: Xenia von Wedel, Ian Khan, PR.com Newswire, Steve Mordue

Related Topics: Agile Computing, CRM

Agile Computing: Article

Will Social Media Replace the Need for In-Person Meetings?

Are in-person meetings being rendered obsolete by social media?

Remember, we're human beings and after all isn't that what this social media thing is all about? Isn't it about connecting people to people? Connecting people to you, your product, your service, your solution? And what will happen in the future? It will be about connecting clients to clients where they will discuss you, your product recommendations, your service standards, and results of the solutions you recommended.

How will you ever provide this high level of connectivity? Will it come through B2B, P2P, LinkedIn, Twitter, Facebook, some "killer apps" or F2F meetings? Finally the correct answer is ALL OF THE ABOVE - IT'S ALL INTEGRATED! And YOUR's is the FACE of the new emerging integrated approach to customer connectivity.

So you're frightened of this new world of connectivity, that's human. You want things to remain the same, that's human. Before you take the new connectivity paradigm plunge you may want to ask, "How have we done without B2B, P2P, LinkedIn, Twitter, Facebook, some "killer apps" and mostly F2F meetings connecting advisors and their clients?"

Well, according to a just released research report, Capturing the Hearts & WalletsTM of Peak AccumulatorsTM, investors aged 28-52 feel very much alone as 54% find it "difficult" or "very difficult" to "find the right resources for getting help with financial questions." Only 18% work primarily with a financial professional, such as a broker, registered investment advisor, insurance, banking, and mutual fund or on-line brokerage representative the report states.

This means a full 60% of the investment industry's focus is concentrated on near- and post-retirees while 57 million households in the 28-52 population with more than $5.2 trillion in investable assets are ignored. Some estimates have the number at over 60% of the near- and post-retirees who haven't been contacted by their advisor in the past 18 months.

So, now, how do you think the industry has done without B2B, P2P, LinkedIn, Twitter, Facebook, some "killer apps" and mostly F2F meetings connecting with clients?

With this bleak assessment of connectivity with Gen X and Younger Boomers as background, "How do advisors change the connectivity paradigm?" How do advisors provide customers the ability to connect to them, their product set, service model and solution set? That's easy - you fire them!

At least that's what my friend Scott McKain told me he would do - and here's why:

1) You don't have the time or resources to create Ultimate Customer ExperiencesTM for everybody. If you sharpen your focus by "thinning the herd," you can devote your attention on those bringing you the most business.

2) Ever notice that bad customers complain more and take up more time than great ones? Why give your time and emotion to customers who make up a small part of your business? Center your efforts on those who are already fans...and help them grow to another level.

3) Do you have customers that - by the very fact they are doing business with you - creates bad impressions about you and your organization? Once, I was booked by a speaker's bureau to address a well-known and respected company. Until the company found out the bureau had shady practices. They canceled the speech...then, refused to work with me, assuming that "birds of a feather..." Are you doing business with someone that casts a negative light upon your organization?

4) Bad customers cause stress that you don't need at levels difficult for you to manage. I once had a customer that made my blood pressure spike as soon as I heard she was on the phone. We would jump through endless hoops to try to keep her happy, and she stressed all of us beyond description. I fired her. I told her that we did more for her little bit of business than we did for our best four clients combined...and that was not going to continue. We were choosing to devote that effort for our best customers.

Guess what? The productivity of our team was enhanced...our best customers started getting even better service and increased their business...and the bad customer came back to us and asked what they needed to change so we could continue to work together.

That accomplished F2F, it's time to create and implement an F2F connectivity paradigm strategy with your customers. You may consider adopting a version of what the Financial Times did this week. They are asking readers to contribute to future leader columns. You read it correctly; readers will be able to help shape the paper's editorial line through its Arena blog joining FT writers in online debates about topics for upcoming leader columns.

Might an advisor blog help connect people to you, your product, your service, your solution set. Remember, in the future your clients will be connecting to one another to evaluate you.

According to the Capturing the Hearts & WalletsTM of Peak AccumulatorsTM, study 78% of middle-aged investors consult friends and family at least "sometimes", but only 28% say "my friends seem to know how to invest".

This is a situation ripe for an "Integrated Solution Suite". The study has identified a need, appropriate solution and target audience. The advisor solution leverages information from their blog, e-mail, the firms, personal, and solution provider of choices website, LinkedIn, Twitter, marketing materials and F2F meetings.

And by the way, nothing's changed - it's still YOUR FACE as the FACE on the new emerging integrated approach to customer connectivity - F2F.

More Stories By D. Bruce Johnston

D. Bruce Johnston, President | COO, CaptureTrackConvert is regarded as a high-energy, results-driven Financial Services Distribution Executive. His 30+-year career has been distinguished by an impressive record of accomplishments, contributions and winner of the Institutional Investor Fund Marketer of the Year award. CaptureTrackConvert (CTC) provides easy to use, powerful enterprise level marketing automation software to fast growing SMBs. CTC is dedicated to helping SMBs maximize their marketing resources, improve the effectiveness of their marketing campaigns and generating more sales ready prospects thus dramatically improving sales and the bottom-line.

@ThingsExpo Stories
Coca-Cola’s Google powered digital signage system lays the groundwork for a more valuable connection between Coke and its customers. Digital signs pair software with high-resolution displays so that a message can be changed instantly based on what the operator wants to communicate or sell. In their Day 3 Keynote at 21st Cloud Expo, Greg Chambers, Global Group Director, Digital Innovation, Coca-Cola, and Vidya Nagarajan, a Senior Product Manager at Google, discussed how from store operations and ...
In his session at 21st Cloud Expo, Carl J. Levine, Senior Technical Evangelist for NS1, will objectively discuss how DNS is used to solve Digital Transformation challenges in large SaaS applications, CDNs, AdTech platforms, and other demanding use cases. Carl J. Levine is the Senior Technical Evangelist for NS1. A veteran of the Internet Infrastructure space, he has over a decade of experience with startups, networking protocols and Internet infrastructure, combined with the unique ability to it...
SYS-CON Events announced today that Telecom Reseller has been named “Media Sponsor” of SYS-CON's 22nd International Cloud Expo, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.
WebRTC is great technology to build your own communication tools. It will be even more exciting experience it with advanced devices, such as a 360 Camera, 360 microphone, and a depth sensor camera. In his session at @ThingsExpo, Masashi Ganeko, a manager at INFOCOM Corporation, introduced two experimental projects from his team and what they learned from them. "Shotoku Tamago" uses the robot audition software HARK to track speakers in 360 video of a remote party. "Virtual Teleport" uses a multip...
Gemini is Yahoo’s native and search advertising platform. To ensure the quality of a complex distributed system that spans multiple products and components and across various desktop websites and mobile app and web experiences – both Yahoo owned and operated and third-party syndication (supply), with complex interaction with more than a billion users and numerous advertisers globally (demand) – it becomes imperative to automate a set of end-to-end tests 24x7 to detect bugs and regression. In th...
"Cloud Academy is an enterprise training platform for the cloud, specifically public clouds. We offer guided learning experiences on AWS, Azure, Google Cloud and all the surrounding methodologies and technologies that you need to know and your teams need to know in order to leverage the full benefits of the cloud," explained Alex Brower, VP of Marketing at Cloud Academy, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clar...
"There's plenty of bandwidth out there but it's never in the right place. So what Cedexis does is uses data to work out the best pathways to get data from the origin to the person who wants to get it," explained Simon Jones, Evangelist and Head of Marketing at Cedexis, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that Evatronix will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Evatronix SA offers comprehensive solutions in the design and implementation of electronic systems, in CAD / CAM deployment, and also is a designer and manufacturer of advanced 3D scanners for professional applications.
"MobiDev is a software development company and we do complex, custom software development for everybody from entrepreneurs to large enterprises," explained Alan Winters, U.S. Head of Business Development at MobiDev, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
"IBM is really all in on blockchain. We take a look at sort of the history of blockchain ledger technologies. It started out with bitcoin, Ethereum, and IBM evaluated these particular blockchain technologies and found they were anonymous and permissionless and that many companies were looking for permissioned blockchain," stated René Bostic, Technical VP of the IBM Cloud Unit in North America, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Conventi...
SYS-CON Events announced today that CrowdReviews.com has been named “Media Sponsor” of SYS-CON's 22nd International Cloud Expo, which will take place on June 5–7, 2018, at the Javits Center in New York City, NY. CrowdReviews.com is a transparent online platform for determining which products and services are the best based on the opinion of the crowd. The crowd consists of Internet users that have experienced products and services first-hand and have an interest in letting other potential buye...
It is of utmost importance for the future success of WebRTC to ensure that interoperability is operational between web browsers and any WebRTC-compliant client. To be guaranteed as operational and effective, interoperability must be tested extensively by establishing WebRTC data and media connections between different web browsers running on different devices and operating systems. In his session at WebRTC Summit at @ThingsExpo, Dr. Alex Gouaillard, CEO and Founder of CoSMo Software, presented ...
Leading companies, from the Global Fortune 500 to the smallest companies, are adopting hybrid cloud as the path to business advantage. Hybrid cloud depends on cloud services and on-premises infrastructure working in unison. Successful implementations require new levels of data mobility, enabled by an automated and seamless flow across on-premises and cloud resources. In his general session at 21st Cloud Expo, Greg Tevis, an IBM Storage Software Technical Strategist and Customer Solution Architec...
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, whic...
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. In his session at @BigDataExpo, Jack Norris, Senior Vice President, Data and Applications at MapR Technologies, reviewed best practices to ...
An increasing number of companies are creating products that combine data with analytical capabilities. Running interactive queries on Big Data requires complex architectures to store and query data effectively, typically involving data streams, an choosing efficient file format/database and multiple independent systems that are tied together through custom-engineered pipelines. In his session at @BigDataExpo at @ThingsExpo, Tomer Levi, a senior software engineer at Intel’s Advanced Analytics gr...
When talking IoT we often focus on the devices, the sensors, the hardware itself. The new smart appliances, the new smart or self-driving cars (which are amalgamations of many ‘things’). When we are looking at the world of IoT, we should take a step back, look at the big picture. What value are these devices providing? IoT is not about the devices, it’s about the data consumed and generated. The devices are tools, mechanisms, conduits. In his session at Internet of Things at Cloud Expo | DXWor...
Everything run by electricity will eventually be connected to the Internet. Get ahead of the Internet of Things revolution. In his session at @ThingsExpo, Akvelon expert and IoT industry leader Sergey Grebnov provided an educational dive into the world of managing your home, workplace and all the devices they contain with the power of machine-based AI and intelligent Bot services for a completely streamlined experience.
SYS-CON Events announced today that Synametrics Technologies will exhibit at SYS-CON's 22nd International Cloud Expo®, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. Synametrics Technologies is a privately held company based in Plainsboro, New Jersey that has been providing solutions for the developer community since 1997. Based on the success of its initial product offerings such as WinSQL, Xeams, SynaMan and Syncrify, Synametrics continues to create and hone inn...
SYS-CON Events announced today that Google Cloud has been named “Keynote Sponsor” of SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Companies come to Google Cloud to transform their businesses. Google Cloud’s comprehensive portfolio – from infrastructure to apps to devices – helps enterprises innovate faster, scale smarter, stay secure, and do more with data than ever before.