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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.

4 responses to “Social Media vs Social CRM vs Social Business vs Enterprise 2.0”

  1. Deb Robison

    Great post- and distinction between the four. I would just comment that I think as individuals try to make sense of all the networks they belong to and manage the flow of information, they will start using social crm tools. The “CRM” part will just become an acronym to them because they aren’t managing customers, but rather, friends and family members.


    PS- so glad Sonny Gill is part of your team- he rocks!

  2. EricD

    Very interesting post. i’m French and I have a blog (in french) and I’m interested by translating your post in French on my blog, under the CC licence terms of course. Can you please send me back an e-mail. Thank you so much.

  3. Intelestream

    It seems to me that moving from CRM to a Social CRM model could be at least as big a culture change for companies as taking on a non-traditional CRM approach for the first time. It changes customer contact out of the transactional arena and into something altogether more fluid. As such, it works in a different way and therefore you have to. A Social CRM is not intended to automate a response to internet chatter in the way that ‘traditional’ CRM automates. It can only really flag up keywords and, with powerful analytic tools, sometimes sentiment. It requires the company to then engage in the conversation. This is where it really offers value, in that this engagement builds trust, and encourages collaboration. However, the offline elements need to be in place to ensure that you can make and maintain engagement. Ensure that staff from across the business is up to speed on how social media works (including etiquette) and the internal mechanisms are in place to ensure their responses are consistent and up-to-date. On the Intelestream website there’s a very useful white paper about Social CRM, which I feel would compliment this post very nicely. Feel free to take a look at Intelestream’s Strategy whitepaper. P.S. Queen to 8H just about settles things for me.