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Browse: Home / Social CRM / Page 2

Social CRM

Facebook: The Greatest CRM Platform in the World?

Facebook: The Greatest CRM Platform in the World?

By Jacob Morgan on October 5, 2010

Ok, so it’s not exactly a fully fledged CRM system (yet) but when you compare the information you have on a client or lead in Salesforce with the information that Facebook has on the same person the difference and quality of information is mind-boggling.  Not only that but Facebook permeates across the online world like […]

Posted in Application Software | Tagged CRM, customer relationship management, facebook, sales, salesforce.com, Social CRM, workflow | 2 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

An Algorithmic Versus a Heuristic Business Approach (to Customer Engagement)

An Algorithmic Versus a Heuristic Business Approach (to Customer Engagement)

By Jacob Morgan on September 6, 2010

I’ve been reading Dan Pink’s book, “Drive,” and while I’m only 50 or so pages in, I can say that so far it’s a pretty interesting read.  One particular area of the book mentions the difference between algorithmic vs heuristic ways of getting things done.  Dan breaks down the difference between algorithmic and heuristic ways […]

Posted in Featured Posts, Trends & Concepts | Tagged algorithm, algorithmic business, algorithmic vs heuristic, Attensity, customer engagement, Dan Pink, Heuristic, heuristic business, Social CRM, social media, Social Media Marketing | 1 Response

Customer and Company Value, You Must Define Both

Customer and Company Value, You Must Define Both

By Jacob Morgan on September 2, 2010

In my presentations I oftentimes reference a quote from Gartner which says the following: “By 2010 more than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value.  Rushing into social computing initiatives without clearly defined benefits for both the company and […]

Posted in Trends & Concepts | Tagged company and customer value, company value, customer value, defining company value, defining customer value, Social Business, Social CRM, value creation

Will CRM Sytems and Listening Tools Become One and the Same?

Will CRM Sytems and Listening Tools Become One and the Same?

By Jacob Morgan on August 31, 2010

Call me crazy (as many of you have), but I don’t see the separation of “listening tools” and “CRM systems” lasting too much longer.  We have actually seen a few acquisitions over the past few months such as Jive acquiring Filtrbox, Lithium acquiring Scout Labs, Meltwater acquiring Buzzgain, Attensity acquiring Biz 360, and several others.  […]

Posted in Application Software | Tagged crm systems acquiring listening tools, listening and crm, listening tools, monitoring and crm, monitoring tools, Social Business, Social CRM

An Open Letter to CRM and Social Media People

An Open Letter to CRM and Social Media People

By Jacob Morgan on August 27, 2010

Over the past few months (and perhaps more so over the past few weeks) I’ve noticed a growing tension between the Customer Relationship Management (CRM) and the social media folks.  In some instances this has led to direct name calling in public mediums –  which is rather unfortunate.  The advent or evolution of CRM into […]

Posted in Enterprise, Featured Posts | Tagged CRM, Social CRM, social media | 1 Response

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

How Do You Define Engagement?

How Do You Define Engagement?

By Jacob Morgan on August 19, 2010

I’m at the Alterian “Engaging Times” conference in Chicago which is full of interesting conversations and people.  One of the things that struck me at the conference is that nobody defined or explained what “engagement” means.  If someone “likes” your facebook page is that engagement?  What if they leave a comment on your blog?  What […]

Posted in General | Tagged brands engaging, define engagement, engagement, engaging brands, engaging on social media, Social CRM, social media engagement, understanding engagement, what is engagement

How I Understand Customer Relationship Management (CRM)

How I Understand Customer Relationship Management (CRM)

By Jacob Morgan on August 16, 2010

Keep in mind when reading this that my background IS NOT in Customer Relationship Management (CRM), however as someone who is very involved with Social Customer Relationship Management (SCRM) it’s crucial to understand traditional CRM.  My background has always been in social and in marketing. First let’s start off with the obligatory wikipedia definition: C […]

Posted in Enterprise | Tagged CRM, customer relationship management, defining crm, Social CRM, understanding crm, what is crm

One Hot Mess: Social CRM and E2.0

One Hot Mess: Social CRM and E2.0

By Guest Authors on August 10, 2010

There’s been a pretty far-ranging discussion on the blogs as of late around Social CRM. Don’t ask me to define “social CRM” – that in and of itself is a blog argument that’s been raging. What you need to know is this: Traditional CRM is about “managing customers”; Social CRM seeks to move the “management” […]

Posted in Enterprise | Tagged conferences, defragcon, e20, enterprise 2.0, Social CRM, social media

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

How CRM and Social Media Evolved to Social CRM

How CRM and Social Media Evolved to Social CRM

By Jacob Morgan on August 3, 2010

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 […]

Posted in Enterprise | Tagged brian vellmure, CRM, crm evolved, Social CRM, social crm coin, social crm evolved, social media

Rapportive Shows Social CRM Space Is Heating Up

Rapportive Shows Social CRM Space Is Heating Up

By Krishnan Subramanian on August 2, 2010

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 […]

Posted in Trends & Concepts | Tagged analysis, CRM, gmail, rapportive, saas, Social CRM, twitter | 1 Response

New Oldspice Campaign: Social Media or Social CRM?

By Jacob Morgan on July 19, 2010

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 […]

Posted in Marketing | Tagged old spice, oldspice, scrm, Social CRM, social media, Social Media Marketing

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