Posted in October 27, 2009 ¬ 08:00h.Anthony Nemelka
Cloud computing and social business enablement are more closely linked than most people realize. The success of one will likely increase the likelihood of success of the other.
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Customer ExperienceActionable Insights, CRM, Customer Experience, customer experience management, definitions, enterprise 2.0, experience, Feedback, Larry Ellison, Marc Benioff, Oracle, Phil Wainewright, Roadmap, Salesforce, sbs, scrm, soccrm, social business, social business design, social business software, social business strategy, social crm, social media, Theory
Posted in October 21, 2009 ¬ 20:34h.Esteban Kolsky
First part is available here for your review.
This was supposed to be part 2.0 but an exchange in the comments section to part one convinced me that I was assuming a lot of things were known when in reality they may not be known. So, instead of 2.0 this is part 2.1 where we discuss [...]
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Customer ExperienceActionable Insights, CRM, Customer Experience, customer experience management, definitions, enterprise 2.0, experience, Feedback, Roadmap, scrm, soccrm, social business, social business design, social business strategy, social crm, social media, Theory
Posted in October 19, 2009 ¬ 22:48h.Esteban Kolsky
I had to let some time go by between the latest definition controversy and this post so I could say that this is not about definitions. Those are done.
This is about how a business undertakes the road to becoming a social business while dealing with customers (fine, how does a business embrace SCRM).
In putting this [...]
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Customer ExperienceActionable Insights, CRM, Customer Experience, customer experience management, definitions, enterprise 2.0, experience, Feedback, Roadmap, scrm, soccrm, social business, social business design, social business strategy, social crm, social media, Theory
Posted in October 6, 2009 ¬ 07:27h.Esteban Kolsky
Today’s issue: what to name Social CRM and where to place it within the organization.
Why does it matter? I have been writing and researching the CRM market for a while and have seen the new terms come and go, most of them leaving little in the sense of progress for the CRM industry. My “job” [...]
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Customer ExperienceCRM, customer relationship management, definitions, e2.0, e20, enterprise 2.0, scrm, soccrm, social, social business, social business design, social business strategy, social crm, social customer, social media
Posted in September 17, 2009 ¬ 10:12h.Anthony Nemelka
Will Social CRM eventually be viewed as an extension of existing CRM or as just one critical component in adapting to the realities of a Web-connected world? Will companies deploy SCRM as a result of thinking “how can we improve customer relationship management?” or will they deploy SCRM as a result of thinking “how can we transform ourselves into a socially-driven business?”
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Customer ExperienceCRM, crm 2, crm 2.0, crm20, definitions, differentiators, e2.0, e20, enterprise 2.0, enterprise applications, market, scrm, social business, social crm, social media
Posted in September 16, 2009 ¬ 00:02h.Esteban Kolsky
If you have been following the #SCRM Accidental Community on Twitter lately you probably have seen my crazy rants against — well, anyone out there who calls SCRM a market, or a technology – or anything other than new channels for CRM.
This post is an attempt to summarize some of those rants and move the [...]
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Customer ExperienceCRM, crm 2, crm 2.0, crm20, definitions, differentiators, e2.0, e20, enterprise 2.0, enterprise applications, market, scrm, social crm
