How CRM and Social Media Evolved to Social CRM
I just arrived at the CRM Evolution conference and last night I attended a pre-show meetup where I had a great conversation with Brian Vellmure. Among one of the interesting things we talked about is how he and I (and others) got involved with Social CRM. We are both very involved with and interested in [...]
Rapportive Shows Social CRM Space Is Heating Up
Increasingly, we are seeing trends that point out to Social CRM becoming the next hot thing in the application world. Unlike the traditional CRM apps, social CRM mines the data in your social network to offer more relevant information regarding your contact or potential customer. Even though the traditional CRM vendors are slowly waking up [...]
New Oldspice Campaign: Social Media or Social CRM?
Hello ladies! (this is only funny if you have seen the Oldspice commercials, otherwise this is a bit awkward for all of us…) Over the past few weeks you may have seen that the Oldspice man has been responding to comments on youtube, facebook, and twitter by creating individual personalized messages for people essentially creating [...]
The Action, Reaction, Management, Process (ARM) for Social CRM
In the past week or so we covered a few interesting topics with easy to understand visuals (we hope). We looked at the difference between CRM and Social CRM (for those that are new here CRM = customer relationship management) and also explored the evolution of CRM to Social CRM. Today I want to talk [...]
The Evolution of CRM to Social CRM
In the last post we looked at what the difference between CRM and SCRM is (with visuals). Today I want to talk about how CRM is actually evolving to SCRM. There have been several images and diagrams which have attempted to depict the shift or evolution from CRM to Social CRM. Chess Media Group in [...]
CRM or Social CRM, What’s the Difference?
This is going to be the first post in a series of posts that designed to help you visually break down and understand SCRM. This first post breaks down the difference between CRM and SCRM so that people can get an understanding of what we’re talking about conceptually. The images and the concepts here are [...]
Where does PR fit Within Social CRM?
Last week I had the pleasure of presenting at PRSA in New York (thanks Deirdre!) and while my original presentation was supposed to be around community building for PR professionals I decided to mix things up a bit and talk about where PR fits within Social CRM. I actually did this for a few reasons; [...]
The Disconnect Between How Vendors and Strategists Approach Social CRM
After spending a lot of time speaking and interacting with vendors and strategists in the Social CRM space it became very clear to me that vendors and strategists (or consultants or analysts or whatever else you want to call them) are on a very different page when it comes to understanding and explaining what Social [...]
12 of the Best Articles on Social CRM
There are some truly great and thought provoking Social CRM posts out there that I believe to an excellent job of helping move the SCRM space and the discussions around it forward. I wanted to take this opportunity to highlight some of those posts and REALLY encourage you read to read all of them. I [...]
What’s Coming Up Next for Social CRM and Enterprise 2.0?
We’ve talked about a lot of topics around the Social CRM and Enterprise 2.0 space and I think it’s about time we get a bit deeper into both of these areas and explore how they fit together. I get a bit frustrated when I hear people talking about SCRM and E2.0 from the same high [...]
What is Advocacy?
Here is another chess puzzle, white to move and mate in 2! Last week at the social CRM summit in Georgia those in attendance were tasked with an interesting exercise around understanding advocacy. We were to imagine that we worked for Direct T.V. (or as Paul likes to say Drek) and were told to come [...]
My Thoughts on the Social CRM Summit in Georgia
This past week I had the privilege of attending Paul Greenberg’s and BPT Partner’s Social CRM Summit in Atlanta. I’ve never been to Atlanta before or anywhere near that portion of the U.S. Yes it was a bit warm and yes it was a bit humid, but I still had a great time. The event [...]
My Thoughts on the Social CRM (SCRM) Panel at Social Media Club
I recently had the pleasure of attending the Social Media Club (San Francisco and Silicon Valley chapter) panel session around Social CRM which was moderated by Jeremiah Owyang and included Salesforce, Get Satisfaction, Mint, and Lithium Technologies. The room was packed with around 100+ people that were all interested in Social CRM, which was great. [...]
Social Media vs Social CRM vs Social Business vs Enterprise 2.0
First off, yes this is an actual chess puzzle (you know I love chess right?), can you find the winning move for white? I’ve been giving this some thought lately as over at Chess Media Group (CMG) we are gearing up for our new website launch which also means finalizing our list of our core [...]
What is the Real Value of Social CRM (SCRM)?
I was originally going to write this post to cover the fact that Social CRM is also the customers’ responsibility and not just the companies’. Then I realized that at the end of the day most customers don’t really care about what their responsibilities are, they want their needs and demands met and that’s all [...]
