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Principal of Chess Media Group, a social business consultancy. Jacob works with mid and enterprise organizations on developing customer and employee engagement strategies. He is also the co-author of Twittfaced, a social media 101 book for business. Jacob authors a Social CRM and Enterprise 2.0 blog.

One response to “My Thoughts on the Social CRM (SCRM) Panel at Social Media Club”

  1. Ray Brown

    Hi Jacob Another good post thank you. Of all the folks around I think you are the only one who’s calling “the king has no clothes” and more power to your elbow. Like you I admire many of the folks you mentioned but there is definitely some kind of block around the existence of language confusion. You describe a very elite group getting together to discuss SCRM and even there the technology dominates the discussion. Why does this happen ? IMHO
    1. The technology people are the folks with the money, the interest and the awareness of the market to see that the CRM is inextricably linked to technology in the minds of most buyers.
    2. Having one term CRM mean such a wide spectrum of related but distinct concepts is always going to be a problem for a “brand” like CRM.
    3. Combining words which all have existing (and different) meanings i.e. Social & CRM to create a new meaning will always give rise to even more confusion.
    4. And finally and most contentious is the vested interest of a number of people who have books and consultancy to sell, which makes it very difficult for them to a. acknowledge the issue and b. admit that we all have “half full toolboxes” in the fast changing world of the customer.
    I don’t mean to be negative in this comment as I truly believe that there is a goldmine available in the customer space for those who are transparent and genuine in their search for enlightenment.