Posted in November 9, 2009 ¬ 01:45h.Esteban Kolsky
Part 1 – Introduction
Part 2.1 – SCRM-E2.0 Pivot Point
Part 2.2 – SCRM Business Functions
Part 3 – SCRM Rules Layer
We find ourselves now having to decide which channels (remember? Social CRM is adding social channels to CRM) we are going to use to deliver the business functions we picked earlier, and to fulfill the rules [...]
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Customer Experiencecem, channels, CRM, Customer Experience, customer relationship management, methodology, multi-channel, multichannel, Roadmap, scrm, soccrm, social channels, social crm, social media
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
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
