• Home
  • Blog
  • About
  • Contact
CloudAve
Software in Business. The Business of Software.
  • Business
    • Analysis
    • Entrepreneurship
    • Marketing
    • Strategy
    • Small business
  • Technology
    • Application Software
    • Infrastructure
    • Open Source
    • Mobile
    • Platforms
    • Product reviews
    • Security
  • Misc
    • Design
    • Just for fun
    • Trends & Concepts
  • Your POV
  • Sponsors
Browse: Home / scrm

scrm

Sorry Gartner, Here’s the Real Magic Quadrant for SCRM

Sorry Gartner, Here’s the Real Magic Quadrant for SCRM

By Mark Fidelman on August 31, 2011

To understand what Social Customer Relationship Management (SCRM) is, we have to start with a clear definition. The definition must be clearly articulated and easily understood by individuals in the industry. In the Magic Quadrant for Social CRM, Gartner writes, “Social CRM applications need to be far more customer-centric than more-traditional CRM applications. Without benefits […]

Posted in Application Software, Featured Posts | Tagged CRM, customer relationship management, enterprise 2.0, gartner, Gartner MQ, IBM, jive Software, lithium, magic quadrant, newsgator, nimble, paul greenberg, salesforce.com, scrm, Social CRM, sugarcrm | 2 Responses

Social CRM. Good riddance. Next: Social ERP?

Social CRM. Good riddance. Next: Social ERP?

By Martijn Linssen on August 11, 2011

Paul Greenberg, dubbed by some “the godfather of SCRM” wrote a post on ZDNET about Gartner’s 2011 SCRM Magic Quadrant. Paul is not pleased with the 2011 SCRM MQ, and he wasn’t with the 2010 either. I’m with Paul on all his points against Gartner’s selection and evaluation process, yet against him on berating Gartner. […]

Posted in Application Software, Enterprise | Tagged 1.0, change, enterprise 2.0, gartner, integration, paul greenberg, scrm, Social CRM, Supply Chain | 2 Responses

Three Ways to Use Linkedin for Social Sales

Three Ways to Use Linkedin for Social Sales

By Jacob Morgan on May 15, 2011

I’m a big fan of Linkedin, I use it several times a week and when I announce what I’m working on (which I will do within a few days) it will become even more clear why it’s been so useful to me.  I have three favorite uses for Linkedin: Finding relevant people to connect with, […]

Posted in Featured Posts, Marketing | Tagged google, linkedin, linkedin for social sales, scrm, Social CRM, social media for sales, Social Sales, social sales strategy, using linkedin for sales | 3 Responses

Salesforce Acquires Radian6 To Help Their Customers Become Socially Adept

Salesforce Acquires Radian6 To Help Their Customers Become Socially Adept

By Krishnan Subramanian on March 30, 2011

Salesforce.com (see previous CloudAve coverage) today announced that they are acquiring Radian6, a company helping organizations monitor and engage with their customers on social media, for $326 Million to boost the social intelligence of their products like Sales Cloud, Service Cloud, Chatter and Force.com. Anyone who had seen the demo of their Service Cloud 3 […]

Posted in Application Software, Featured Posts | Tagged acquisition, insights, m&a, radian6, salesforce, salesforce.com, scrm, Service cloud 3, social media

The Social CRM Magic Quadrant

The Social CRM Magic Quadrant

By Martijn Linssen on March 21, 2011

I missed the Social CRM Summit today – twice. Not only did I not physically attend, but I was occupied with work and only found time in my lunch break to quickly scan a few tweets. Now it’s after dinner, there are 700 tweets, and I am ready to analyse away. Of course I use […]

Posted in Application Software, Enterprise, Featured Posts, Trends & Concepts | Tagged 1.0, B2C, CRM, customer relationship management, magic quadrant, maturity, paul greenberg, scrm, Social CRM | 3 Responses

The Social CRM Oxymoron

The Social CRM Oxymoron

By Martijn Linssen on February 8, 2011

The temptation was great of course, a few years back, to invent Social CRM. There was a lot of buzz about Social, social people, social companies, social employees and social customers. It wasn’t a great step from that last one to Social Customer Relationship Management. Last year I piled all that up on the Social […]

Posted in Business, Featured Posts, Marketing | Tagged 1.0, B2C, Customer, customer relationship management, facebook, integration, Klout, scrm, Social CRM, social media | 1 Response

Game Changing Customer Support Communities (Presentation)

Game Changing Customer Support Communities (Presentation)

By Mark Fidelman on December 13, 2010

The following was the Presentation I gave at the Gilbane Conference in Boston Self-Service support communities are beginning to replace the help desk for internal and external customer support.    In fact, these communities are simultaneously reducing costs (less support calls) and increasing revenue (SEO lead generation).   Follow along as I explore the history of documentation […]

Posted in Business | Tagged communities, customer service, customer support, CustomerSupport, enterprise 2.0, facebook, gilbane, mindtouch, scrm, technical support, wiki help, wiki support

2010-2020: The Great Divide

2010-2020: The Great Divide

By Martijn Linssen on December 13, 2010

A Great Divide is what I see for the coming decade. Not a hydrological divide of the Americas, but an IT-divide of the business. Pretty much a follow-up from my one year-old Cloud and Social: the tectonic plates of IT 2.0, this post will show the great challenge Business and IT need to face together […]

Posted in Featured Posts, Trends & Concepts | Tagged 1.0, 2.0, A2A, architecture, business exceptions, business rules, cloud computing, edi, growth, integration, scrm, soa, social business design, social media, transactions, xml

Multiple Perspectives on Social CRM: The Consultant, Analyst, Vendor, and Client

Multiple Perspectives on Social CRM: The Consultant, Analyst, Vendor, and Client

By Jacob Morgan on November 21, 2010

If you put a consultant, an analyst, a vendor, and an end user client together in the same room and ask them to explain or discuss social CRM or social business (or pretty much anything else) you will get very different answers and explanations. Nothing is ever one-sided so why bother trying to look at […]

Posted in Featured Posts, Trends & Concepts | Tagged Analyst, Attensity, client, consultant, CRM, multiple perspectives, scrm, Social Business, Social CRM, vendor | 8 Responses

The Many Faces of Social CRM

The Many Faces of Social CRM

By Jacob Morgan on November 8, 2010

I thought it would be very interesting to look at how other people in the world are talking about, describing, and visualizing Social Customer Relationship Management (Social CRM).  I found some pretty interesting images out there and compiled some of them below.  I also included an image from Chess Media Group.  It’s interesting to see […]

Posted in Application Software, Featured Posts, Trends & Concepts | Tagged many faces of social crm, scrm, scrm images, scrm visuals, Social CRM, social customer relationship management | 3 Responses

Where Does Email Fit Within Social CRM?

Where Does Email Fit Within Social CRM?

By Jacob Morgan on September 15, 2010

Before you say anything let me first put some context around why I’m asking this question.  On Friday I’m going to be speaking at the Social Email Marketing conference in San Francisco.  Almost all of the sessions are going to be focused on email, and then…there’s me.  The nice fellow whose going to be talking […]

Posted in Application Software | Tagged conference, email marketing, rapportive, scrm, Social CRM, social email marketing | 1 Response

Beyond Social CRM: The Open Innovation Revolution

Beyond Social CRM: The Open Innovation Revolution

By Hutch Carpenter on August 25, 2010

The idea of bringing customers into the process of defining the products and service of your organization is one that is gaining a lot of steam. One manifestation of that is the increased interest in Social CRM. In this scenario, companies engage their social customers for feedback and marketing purposes. Taking it a step further, […]

Posted in Enterprise | Tagged innovation, open innovation, p&g, scrm, Uncategorized

Business Problems that Social CRM Helps Organizations Solve

Business Problems that Social CRM Helps Organizations Solve

By Jacob Morgan on August 23, 2010

(White to move and Mate in 2, can you figure out the answer?) There’s been a lot of talk about what SCRM is (social customer relationship management) and how it should be defined.  There has also been a lot of conversation around Social CRM from a technology standpoint in terms of vendor offerings.  I’ll admit […]

Posted in Enterprise | Tagged business problems, Business Problems that Social CRM Helps Organizations Solve, business use cases, customer relationship management, scrm, Social CRM, social crm solutions, social crm use cases

Would You Pay More for Excellent Customer Service?

Would You Pay More for Excellent Customer Service?

By Jacob Morgan on August 9, 2010

A key tenant in Social CRM has always been around providing users with a better experience.  In addition to delivering a great product one of the best ways to provide a better experience is through excellent service (yes there are other things).  Here’s a simple personal example. In my neighborhood there are two large grocery […]

Posted in Enterprise | Tagged american express, americans using social media, americans using the internet, customer experience, customer service, paying more for experience, paying more for service, scrm, Social CRM | 1 Response

How Much of a Relationship Do Your Customers Actually Want?

How Much of a Relationship Do Your Customers Actually Want?

By Hutch Carpenter on August 4, 2010

On the Harvard Business Review, Matt Dixon and Lara Ponomareff wrote a piece that caught my eye, Why Your Customers Don’t Want to Talk to You. Consumers increasingly prefer self-service, and the authors speculate: Maybe customers are shifting toward self service because they don’t want a relationship with companies. While this secular trend could be […]

Posted in Enterprise | Tagged CRM, enterprise 2.0, innovation, mba, relationship, scrm, Social CRM

Next »
feed mail facebook twitter linkedin

Popular Posts

  • Home
  • What Makes an Entrepreneur? Four Letters: JFDI
  • Cloud Computing in Education
  • How to Select Enterprise Collaboration Vendors
  • About
  • MinuteDock Launches on Intuit’s Partner Platform
  • I wish that Klout allowed for divergent systems
  • Gmail’s Most Ridiculous, Idiotic, Intrusive, Useless Feature Ever. Google Apps, Too.

Archives

Authors

  • Adron Hall
  • Chirag Mehta
  • Christian Reilly
  • Dan Morrill
  • Derek Pilling
  • Hutch Carpenter
  • Jarret Pazahanick
  • Jason M. Lemkin
  • Joel York
  • John Taschek
  • Krishnan Subramanian
  • Mark Suster
  • Michael Krigsman
  • Ofir Nachmani
  • Paul Miller
  • Quinton Wall
  • Randy Bias
  • Robert Duffner
  • Sadagopan
  • wprss
  • Zoli Erdos
Sponsored by: