Posted in November 15, 2009 ¬ 23:36h.Esteban Kolsky
Part 1 – Introduction
Part 2.1 – SCRM-E2.0 Pivot Point
Part 2.2 – SCRM Business Functions
Part 3 – SCRM Rules Layer
Part 4 – SCRM Channels Layer
Alas, the last part of this series (and my favorite) communities.
I do believe that communities are going to become the most important part of any social business – even to [...]
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Customer Experiencecem, Communities, community, community experience, CRM, Customer Experience, customer relationship mangement, cx, experience, relationship management, scrm, soccrm, social crm
Posted in November 3, 2009 ¬ 09:34h.Esteban Kolsky
Part 1 – Introduction
Part 2.1 – Pivot Point
Part 2.2 – Business Functions
It is important to recap a couple of things that we said before:
The SCRM Strategy is composed of multiple sub-strategies, some of which you may already have in existence
The roadmap to SCRM is an iterative process, where you will re-visit many times each strategy [...]
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Customer ExperienceActionable Insights, Analytics, business rules, cem, Communities, community, Customer Experience, customer relationship management, cx, enterprise feedback management, experience, Feedback, insights, methodology, Roadmap, scrm, segment, segmentation, service level agreements, soccrm, social business, social crm, social customer
