Critical Mass PR

I attended Gartner’s 360 Customer Summit this week as a Sage North America representative. Two sessions lead by Paul Greenberg, author of CRM at the Speed of Light – 4th Edition, were among the highlights. Many opportunities for PR  and communicators at large to help advance Social CRM (customer relationship management) surfaced within the sessions. [...]

My article, “Brand aid: Creating opportunities in your customer community,” appears in the June print and online editions of PRSA Tactics.  It looks at how public relations practitioners can identify interesting stories and conversation material by monitoring various aspects of their organization’s online communities, or really any Web communities where their customers and prospects congregate. [...]