Comments on: The Roadmap to SCRM, Part 3 of 5 http://www.estebankolsky.com/2009/11/03/the-roadmap-to-scrm-part-3-of-5/#utm_source=feed&utm_medium=feed&utm_campaign=feed the blog! Thu, 11 Mar 2010 19:58:53 -0800 http://wordpress.org/?v=2.9.1 hourly 1 By: The Roadmap to SCRM – Part 4 of 5 @ crm intelligence & strategy http://www.estebankolsky.com/2009/11/03/the-roadmap-to-scrm-part-3-of-5/comment-page-1/#comment-2106 The Roadmap to SCRM – Part 4 of 5 @ crm intelligence & strategy Wed, 11 Nov 2009 01:09:38 +0000 http://www.estebankolsky.com/?p=751#comment-2106 [...] The Roadmap to SCRM – Part 4 of 5 Posted in November 9, 2009 ¬ 01:45h.Esteban KolskyNo Comments » Part 1 – Introduction Part 2.1 – SCRM-E2.0 Pivot Point Part 2.2 – SCRM Business Functions Part 3 – SCRM Rules Layer [...] [...] The Roadmap to SCRM – Part 4 of 5 Posted in November 9, 2009 ¬ 01:45h.Esteban KolskyNo Comments » Part 1 – Introduction Part 2.1 – SCRM-E2.0 Pivot Point Part 2.2 – SCRM Business Functions Part 3 – SCRM Rules Layer [...]

]]> By: Esteban Kolsky http://www.estebankolsky.com/2009/11/03/the-roadmap-to-scrm-part-3-of-5/comment-page-1/#comment-2034 Esteban Kolsky Fri, 06 Nov 2009 17:49:15 +0000 http://www.estebankolsky.com/?p=751#comment-2034 thanks for the read, and the comment. next part coming up over the weekend. esteban thanks for the read, and the comment. next part coming up over the weekend.

esteban

]]> By: Esteban Kolsky http://www.estebankolsky.com/2009/11/03/the-roadmap-to-scrm-part-3-of-5/comment-page-1/#comment-2033 Esteban Kolsky Fri, 06 Nov 2009 17:48:41 +0000 http://www.estebankolsky.com/?p=751#comment-2033 thanks, and yes -- we will! thanks, and yes — we will!

]]> By: Haim Toeg http://www.estebankolsky.com/2009/11/03/the-roadmap-to-scrm-part-3-of-5/comment-page-1/#comment-2018 Haim Toeg Fri, 06 Nov 2009 03:32:32 +0000 http://www.estebankolsky.com/?p=751#comment-2018 Esteban - this is very detailed and deep post, clear and comprehensive. Thank you. Esteban – this is very detailed and deep post, clear and comprehensive. Thank you.

]]> By: Is Mr. Paradigm keeping up with Mr. Big? « Wim Rampen's Blog http://www.estebankolsky.com/2009/11/03/the-roadmap-to-scrm-part-3-of-5/comment-page-1/#comment-2012 Is Mr. Paradigm keeping up with Mr. Big? « Wim Rampen's Blog Thu, 05 Nov 2009 21:22:08 +0000 http://www.estebankolsky.com/?p=751#comment-2012 [...] Kolsky, in his 3rd part of The Roadmap to Social CRM states: Building a SCRM strategy or deploying it is no different from building a CRM strategy and [...] [...] Kolsky, in his 3rd part of The Roadmap to Social CRM states: Building a SCRM strategy or deploying it is no different from building a CRM strategy and [...]

]]> By: Jesus Hoyos http://www.estebankolsky.com/2009/11/03/the-roadmap-to-scrm-part-3-of-5/comment-page-1/#comment-1989 Jesus Hoyos Wed, 04 Nov 2009 17:12:29 +0000 http://www.estebankolsky.com/?p=751#comment-1989 We will need to do a podcast in Spanish for this... great content! good stuff! .-= Jesus Hoyos´s last blog ..<a href="http://feedproxy.google.com/~r/typepad/mzuS/~3/Agd5shisN3o/nuevo-colaborador-del-blog-alan-colmenares-tropicalgringo-y-su-ebook-crmlatam.html" rel="nofollow">Nuevo Colaborador del blog: Alan Colmenares (@tropicalgringo) y su eBook #crmlatam</a> =-. We will need to do a podcast in Spanish for this… great content! good stuff!
Jesus Hoyos´s last blog ..Nuevo Colaborador del blog: Alan Colmenares (@tropicalgringo) y su eBook #crmlatam My ComLuv Profile

]]> By: Tweets that mention The Roadmap to SCRM, Part 3 of 5 @ crm intelligence & strategy -- Topsy.com http://www.estebankolsky.com/2009/11/03/the-roadmap-to-scrm-part-3-of-5/comment-page-1/#comment-1988 Tweets that mention The Roadmap to SCRM, Part 3 of 5 @ crm intelligence & strategy -- Topsy.com Wed, 04 Nov 2009 17:11:52 +0000 http://www.estebankolsky.com/?p=751#comment-1988 [...] This post was mentioned on Twitter by Brent Leary, Prem Kumar Aparanji, Prem Kumar Aparanji, Esteban Kolsky, Wim Rampen and others. Wim Rampen said: Truly great context & thoughts in part 3 of @ekolsky's Roadmap to SCRM http://bit.ly/5HUN0 [...] [...] This post was mentioned on Twitter by Brent Leary, Prem Kumar Aparanji, Prem Kumar Aparanji, Esteban Kolsky, Wim Rampen and others. Wim Rampen said: Truly great context & thoughts in part 3 of @ekolsky's Roadmap to SCRM http://bit.ly/5HUN0 [...]

]]> By: Esteban Kolsky http://www.estebankolsky.com/2009/11/03/the-roadmap-to-scrm-part-3-of-5/comment-page-1/#comment-1978 Esteban Kolsky Wed, 04 Nov 2009 08:45:05 +0000 http://www.estebankolsky.com/?p=751#comment-1978 Wim, I know you are thinking about this harder than me - trust me. I truly appreciate the read and comments. Yes, this is another of those situations where you catch the missing tidbits that make the huge difference. I think that everyone knows, for sure, that closing the loop is THE only reason to start collecting feedback - not using it, and not telling customers you are using it, is -- well, not very smart. That is a very interesting perspective you add, and I am definitely going to consider it and think about it. You know me, things keep festering in the back of my mind until something happens. This is one of those things that I will continue to think about... will read the article as soon as I can. Thanks for the link... I hate to say that you are probably the only one in this conversation looking forward to parts 4 and 5 - as life becomes busier and the model evolves it is getting harder to find the right way to present the information :) this post was just quite a bit more than I originally thought. Thanks for the read and a great comment Esteban Wim,

I know you are thinking about this harder than me – trust me. I truly appreciate the read and comments.

Yes, this is another of those situations where you catch the missing tidbits that make the huge difference. I think that everyone knows, for sure, that closing the loop is THE only reason to start collecting feedback – not using it, and not telling customers you are using it, is — well, not very smart.

That is a very interesting perspective you add, and I am definitely going to consider it and think about it. You know me, things keep festering in the back of my mind until something happens. This is one of those things that I will continue to think about… will read the article as soon as I can. Thanks for the link…

I hate to say that you are probably the only one in this conversation looking forward to parts 4 and 5 – as life becomes busier and the model evolves it is getting harder to find the right way to present the information :) this post was just quite a bit more than I originally thought.

Thanks for the read and a great comment
Esteban

]]> By: Wim Rampen http://www.estebankolsky.com/2009/11/03/the-roadmap-to-scrm-part-3-of-5/comment-page-1/#comment-1966 Wim Rampen Tue, 03 Nov 2009 19:53:49 +0000 http://www.estebankolsky.com/?p=751#comment-1966 WOW.. Good stuff. I was not yet fully convinced after the first 3 posts, but this is a very good write-up that certainly put some great context on the matter for me (and you know I'm thinking on this <em>almost</em> as hard as you are. I would like to add 2 tiny bits. The first one is about Feedback and relates to your comments on the differentiators from traditional CRM implementations. I would suggest to emphasize that feedback in Social CRM is not only coming to you in excess of 100X the original feedback, this also goes for closing the loop. Before Social came to CRM closing the loop with your Customers was recommendable, now it is inevitable. My second suggestion involves Customer Segmentation. You are very much right that we should go beyond the traditional "value for the company" segmentations. I think companies should aim at segmentation based on a "value for the Customer" perspective. Basically this is about Customer segmentation based on desired outcomes. I recently read a great paper by Anthony Ulwick, from Strategyn, on this subject (and outcome driven marketing too ;-). I highly recommend it: http://www.marketing4entrepreneurs.com/images/TheStrategicRoleofRequirementinInnovation.pdf I'm looking forward to parts 4 and 5! Wim .-= Wim Rampen´s last blog ..<a href="http://contactcenterintelligence.wordpress.com/2009/11/02/failure-demand-a-starting-point-for-outcome-driven-collaboration/" rel="nofollow">Failure Demand – A Starting point for Outcome Driven Collaboration</a> =-. WOW.. Good stuff. I was not yet fully convinced after the first 3 posts, but this is a very good write-up that certainly put some great context on the matter for me (and you know I’m thinking on this almost as hard as you are.

I would like to add 2 tiny bits. The first one is about Feedback and relates to your comments on the differentiators from traditional CRM implementations. I would suggest to emphasize that feedback in Social CRM is not only coming to you in excess of 100X the original feedback, this also goes for closing the loop. Before Social came to CRM closing the loop with your Customers was recommendable, now it is inevitable.

My second suggestion involves Customer Segmentation. You are very much right that we should go beyond the traditional “value for the company” segmentations. I think companies should aim at segmentation based on a “value for the Customer” perspective. Basically this is about Customer segmentation based on desired outcomes. I recently read a great paper by Anthony Ulwick, from Strategyn, on this subject (and outcome driven marketing too ;-) . I highly recommend it: http://www.marketing4entrepreneurs.com/images/TheStrategicRoleofRequirementinInnovation.pdf

I’m looking forward to parts 4 and 5!

Wim
Wim Rampen´s last blog ..Failure Demand – A Starting point for Outcome Driven Collaboration My ComLuv Profile

]]> By: uberVU - social comments http://www.estebankolsky.com/2009/11/03/the-roadmap-to-scrm-part-3-of-5/comment-page-1/#comment-1964 uberVU - social comments Tue, 03 Nov 2009 19:43:35 +0000 http://www.estebankolsky.com/?p=751#comment-1964 <strong>Social comments and analytics for this post...</strong> This post was mentioned on Twitter by ekolsky: Posted: The Roadmap to SCRM, Part 3 of 5 http://bit.ly/1IwDvD... Social comments and analytics for this post…

This post was mentioned on Twitter by ekolsky: Posted: The Roadmap to SCRM, Part 3 of 5 http://bit.ly/1IwDvD...

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