Missed me? Come on, only been a month — OK, promise to not go away for so long again. Scout’s honor. Part of the reason I was gone so long was the Gartner Social CRM Magic Quadrant (paid subscription necessary) published last Monday. I had to work with clients on the positioning, the arguing with Gartner [...]
Read the rest of this entry »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?”
Read the rest of this entry »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 [...]
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