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Browse: Home / Social CRM

Social CRM

Four Innovation Insights Customers Provide

Four Innovation Insights Customers Provide

By Hutch Carpenter on December 19, 2011

Customers, properly, have been having a renaissance of sorts in terms of business thinking. Peter Drucker famously espoused a very customer-centric business philosophy. Nowadays, social CRM represents the return of a customer-first orientation. Last year, Altimeter published the 18 use cases of social CRM. Included in those use cases were several that relate to innovation. […]

Posted in Enterprise, Featured Posts, Trends & Concepts | Tagged customers, innovation, jobs to be done, mba, Social CRM

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

Customer Focus: the Constellation Supernova Awards

Customer Focus: the Constellation Supernova Awards

By Zoli Erdos on June 6, 2011

Constellation Research, founded by fellow Enterprise Irregular and star analyst Ray Wang has just announced the  ambitious Supernova Awards program, focusing on – what a twist! – customer champions of innovation, rather than vendors. Krish and I both feel honored to have been invited as Judges for the Cloud Computing category. Below is the official […]

Posted in Enterprise, Featured Posts, Strategy, Trends & Concepts | Tagged Adrian Bowles, Alan Silberberg, AMP, Amy Wilson, Annalie Killian, ASUG, ASUG News, Augemented Reality, awards, BallouPR, Barney Beal, Bloom & Wallace, Bob Egan, Bridgette Chambers, business analytics, Business Intelligence, case studies, CBS News, Chris Kanaracus, Clean Tech, cloud, cloud computing, cloudave, Colette Ballou, ComputerWorld UK, Constellation Research, Constellation Research Inc., Constellation SuperNova Awards, Courtney Bjorlin, CRM Magazine, David Brousell, David Myron, disruptive, disruptive technologies, Disruptive technology, Douglas Henschen, Emerging Technologies, Erin Kinikin, esteban kolsky, Frank Scavo, govtech, IDG News Service, Info Today, Information Week, Jason Maynard, Jeff Ashcroft, John Furrier, Kash Rangan, Kewal Varia, Krishnan Subramaninan, KrishWorld, Larry Dignan, Managing Automation, Maribel Loepz, Marshall Kirkpatrick, Marshall Lager, Merrill Lynch, Mike Simons, Mobile Enterprise, Naomi Bloom, paul greenberg, Paul Papadimitriou, R “Ray” Wang;, rackspace, readwritecloud, ReadWriteEnterprise, ReadWriteWeb, Robert Scoble, rwang0, Sepharim Group, social analytics, Social Business, social business software, social commerce, Social CRM, Social Enterprise, social enterprise apps, Social Technologies, software, Software Insider, SoftwareInsider, Spark Communications, SuperNova Awards, Susan Thomas, Tech Target, The 56 Group LLC, theMIX Agency, ThinkJar, Third Idea Consulting LLC, Thomas PUblishing, Thomas Wailgum, Trainer Communications, Vanessa Camones, Weber Shandwick, Wells Fargo Securities, ZD Net, Zoli Erdos

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

Questions to Ask When Developing a Social CRM Strategy

Questions to Ask When Developing a Social CRM Strategy

By Jacob Morgan on May 9, 2011

Social CRM means different things to different people.  If you ask three people to explain social CRM chances are that you’ll get four different responses.  The thing to remember is that all of this “social” stuff is about solving customer facing problems that address people’s change in behavior, expectations, technological fluency, and communication methods. These […]

Posted in Enterprise | Tagged planning social crm, questions to as when developing a social crm strategy, scrm questions to ask, Social CRM, social crm strategy, understanding social crm

The Dangers of Doing What Works

The Dangers of Doing What Works

By Jacob Morgan on April 19, 2011

Why is it that in the enterprise 2.0 and social CRM (and probably many other) spaces that we always try to offer a prescription to organizations problems based on what other organizations have done?  We always hear about blanket statements such as, “there has to be a center of excellence to manage these efforts,” “the […]

Posted in Enterprise, Trends & Concepts | Tagged best practice, blanket statements, danger of doing what works, decision-making, enterprise 2.0, jeffrey pfeffer, poor decision making, robert i. sutton, rules and best practices, Social Business, Social CRM

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

Gartner Says Social CRM Market Will be $1 Billion in 2012

Gartner Says Social CRM Market Will be $1 Billion in 2012

By Krishnan Subramanian on February 23, 2011

Gartner has predicted that the market for social CRM software will be over $1 Billion by 2012. According to the research firm, social CRM spending will rise exponentially in 2011 and a 3 year shakeout will begin in the space. The huge potential in the space has resulted in over 100 vendors entering the market […]

Posted in Trends & Concepts | Tagged briefs, CRM, gartner, nimble, ray wang, saas, salesforce, salesforce.com, Social Business, Social CRM | 2 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

Trends for Companies Searching for a Social Media “Something”

Trends for Companies Searching for a Social Media “Something”

By Jacob Morgan on December 6, 2010

I was playing around on Indeed.com which is basically a massive job search engine that also allows you to look at trends for various job titles or descriptions.  I thought it would be fun to take a look at what’s going on with “social media” jobs and trends and…well…wow!  The charts below should speak for […]

Posted in Trends & Concepts | Tagged companies searching for social media, hiring for social media, Social Business, Social CRM, social media, social media jobs, Social Media Marketing, social media trends

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

Why the Enterprise 2.0 Vs Social Business Debate is Really Going On

Why the Enterprise 2.0 Vs Social Business Debate is Really Going On

By Jacob Morgan on November 14, 2010

(Chess puzzle, white to move and mate in 2, can you figure it out?) There’s been some interesting blog fodder as of late around whether or not the terms Enterprise 2.0 or Social Business are more applicable in describing this shift towards emergent collaborative tools being used within the enterprise.  Let’s start things off with […]

Posted in Enterprise, Featured Posts, Trends & Concepts | Tagged enterprise 2.0, Social Business, Social CRM | 2 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

Gartner Magic Quadrant for Internal Social Sotware 2010: Valuable or Not?

Gartner Magic Quadrant for Internal Social Sotware 2010: Valuable or Not?

By Jacob Morgan on November 1, 2010

Gartner recently released their Magic Quandrant report for internal social software vendors.  The below images are courtesy of Read Write Web.  The first image is for 2010 the second is from last year. You can clearly see that this year there are a lot less vendors featured, you can read the RWW article on that […]

Posted in Application Software, Featured Posts, Marketing | Tagged enterprise 2.0, gartner, gartner hype cycle, hype cycle, industry analysts, Social Business, Social CRM | 1 Response

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