scrm posts, articles, and infographics

The Year of the Social Predator Has Arrived & The Social Mind

January 25, 2012 by Peter Auditore
with 185 views

The Year of the Social Predator Has Arrived [read more]

Social CRM: A Customer-Oriented View on the State of Affairs

August 16, 2011 by Thomas Wieberneit
with 66 views

Image by Digitalart

I have spent the last week talking about CRM and SCRM to three retail companies. They cover different, although overlapping ranges and are of very different organizational maturity states. They are also on different positions on both, the CRM and SCRM scales. What they have in common are a desire to have a 360 degree on their customers... [read more]

SCRM Interview With Thought Leader Kathy Herrmann

July 19, 2011 by Kathy Herrmann
with 73 views

Image: Courtesy of Kathy Herrmann

SCRM narrows the focus to the customer, making them central to the business. Companies with strong SCRM strategies center build genuine and authentic relationships with customers by sharing two-way conversations with them. [read more]

Natural, Organic, Social - That's Where CRM is Going

April 12, 2011 by Leigh Dow
with 606 views

Organic CRM: Aggregating information and contacts to have a more natural open dialogue with your customers. [read more]

Opportunistic, Succinct, and Creative: SocialCRM at Insider 2011

March 30, 2011 by Margot Heiligman
with 320 views

SAP CRM Insider 2011 event panel discussion on SocialCRM. Practitioners and experts from Harris Product Group, CRM Essentials and Bentley Systems share ways they've incorporated SocialCRM into the new ways they're doing business. [read more]

And if the next CRM concept was "Customer Experience"?

October 28, 2010 by Laurent Blondeau
with 2,022 views

Don’t run to imagine your next product or service, maybe it already exists. And maybe the next big picture is about “experience”, more than delivering…While brands always search to surprise customers, dealing with trend and fashion, there’s probably much more important elsewhere…Not really elsewhere but in another register…sensation... [read more]

What Comes After Social Business?

May 17, 2010 by Esteban Kolsky
with 1,316 views

I wrote before about social business (three posts here exclusively— 1, 2, 3), I even defined it (at a very high level) as the convergence of internal collaboration tools under the name of Enterprise 2.0 and external customer interactions, under the name of SCRM. It is supposed to be about bringing customers and... [read more]

Social CRM, Perspective Matters

April 25, 2010 by Mitch Lieberman
with 161 views

When you take a look at the picture below, what do you see? Do you see an older woman, or a younger woman? In case you have not seen this picture before, they are both there, trust me. OK, what is the relevance? The realization I have come to, and it is likely that others are there ahead of me, is that much (not all) of the debate... [read more]

Customer Ownership: Relationship? Conversation?

April 21, 2010 by Paul Greenberg
with 187 views

Simply Put. SCRM is not VRM. Simple Being the Operative Principle. This is meant to be a simple post. Flat out, I want to say that there is a difference between “ the customer's control of the conversation” and “customer's owning the relationship.” Because there is a discussion that I see... [read more]

Candid Interview with Brian Solis, Author of Engage

April 18, 2010 by Jacob Morgan
with 129 views

I had the opportunity to speak with and interview Brian Solis (who I'm sure many of you know) around his new book, Engage (Brian also wrote the forward for my book, Twittfaced). I didn't want to ask the same boring questions that everyone else always asks, so instead I decided to ask some “serious” questions. ... [read more]

Tree Frogs and the Social Ecosystem

March 18, 2010 by Barry Dalton
with 825 views

Ok, this post has nothing to do with tree frogs, biology or ecology. But, unlike Seth Godin, my brain only has a limited capacity for catchy, pun-filled blog titles. I hope you can forgive me for that one. A while ago, I wrote a post on strategic considerations that the social enterprise needs to address before diving into... [read more]

Top Ten People to Follow in the Social CRM Space and Why (pt. 1)

February 26, 2010 by Jacob Morgan
with 507 views

Since I'm speaking at the New Comm Forum (see sidebar) on the topic of Social CRM (SCRM), I thought it would make sense to put together a list of SCRM folks that I have been learning quite a lot from. These aren't necessarily the most influential or popular SCRM practitioners or analysts, just the one's I really pay attention to... [read more]

Is there a place for Sales in a Social Business?

February 1, 2010 by Esteban Kolsky
with 1,116 views

In my last post I began the task of examining the traditional front-office functions (Marketing, Customer Service, and Sales) as they will play out in a social business, and how they should or would change. I talked about Marketing not being the new Service (as many have contended), but how it has to morph to a community-... [read more]

The SCRM-E2.0 Convergence: Train Wreck or Chunnel?

January 21, 2010 by Esteban Kolsky
with 146 views

Recently we had discussion on the convergence between SCRM and Enterprise 2.0. My introduction to the topic summarized what I see as the main issue: SCRM and Enterprise 2.0 are heading in the same direction (customer-centricity), talking about the same issues (engagement), using the same technologies (collaboration), and solving similar... [read more]

Is Customer Service Really the New Marketing?

January 16, 2010 by Esteban Kolsky
with 776 views

Stop me if you heard this: Service is the new Marketing, Marketing is the new Sales, Sales is -- well Sales. I have been hearing this for quite some time now. Business has changed, you cannot do things like you used to anymore; the traditional model for doing business has changed; organizations are not what they used to be, and... [read more]

The Three Realities of SCRM Right Now

December 16, 2009 by Esteban Kolsky
with 5,014 views

I spent the past four months talking to as many people as I could about Social CRM. I talked to thought leaders, analysts, vendors, consultants, C-level executives, corporate managers and directors â€” anyone who wanted to talk about it. We discussed definitions, and models, and strategies and plans. What they are doing,... [read more]