Trisha Lynn, on her blog, provides a summary of a presentation given by Jacob Margan from ChessMedia Group, about Social CRM. Here are the highlights. The slides from the presentation are also included. • Email is just another marketing channel. • 43% of consumers say companies should use social media to solve customers problems. • Only 7% of organizations understand [...]

According to Esteban Kolsky – Principal and Founder of ThinkJar, “the success of Social CRM at this early stage “is not to replicate CRM deployments via Social Channels and prove that they can work (some of them have, some of them haven’t) but it is more about making Social CRM a recognized key system in the Social (r)evolution and the [...]

The leading contact center technology vendors have begun the process of creating practical ways to incorporate social media into their offerings. Most of that work aims to help enterprises monitor and engage with customers using social networks. But this level of engagement provides only limited benefits to the enterprise’s customers not using those social networks, says analyst firm Ovum. According [...]

For the first time Blog World Expo (the world’s largest social media conference) is going to be introducing Social CRM into their agenda mix and Jacob Morgan was fortunate enough to be asked to lead that session. He is also very excited to announce that joining him on stage will be Brent Leary from CRM Essentials. The purpose of their [...]

Mindtouch, the San Diego based enterprise collaboration vendor, is today launching it’s technical Communications Suite that is designed to combine traditional technical communications content curation with ease of publishing, community engagement and social interactions. Mindtouch has already used this suite for such diverse customers as CompleteGuides.net, ExactTarget, RightScale, and Intuit. The offering itself includes the tools generally found in traditional [...]

Marketers attending the 140 Conference in Boston share their thoughts on Social CRM. Contributors: Casey Cheshire, Digital Marketing Manager, EF Educational Tours, Wayne Kurtzman, Senior Marketing Analyst, Christine Major, Marketing Communications Manager, Awareness, Inc. Captured by Neolane, Inc. To read the original article, click here

Jeremiah speaking at an Edelman Digital event about social CRM. Some good stuff about the challenges faced and the limitations of the technology out there and thoughts about privacy, particularly as it relates to the lack of social norms. Jeremiah references the Altimeter Group’s social CRM report which they have released under a creative commons license. To read the original [...]

Jeremiah Owyang, Partner, Altimeter Group, Rob Krin, Digital Marketing & Loyalty Manager, Castrol, Michael Della Penna, Managing Director, ThreadMarketing, A StrongMail Company. This webinar covers: • The driving principles of social CRM and how to apply them • How to leverage data from multiple channels to anticipate consumer activity • Tactics for driving customer engagement, sales and brand loyalty • [...]

After the effort demonstrated by the Obama campaign in 2008, it only makes sense to see community listening and crowdsourcing become the primary strategy of the 2010 GOP effort. The GOP is focusing on influencers and bloggers that are self-identifying as advocates. These influencers range from relatively anonymous stay-at-home moms to Tea Party Co-Founder Brooks Bayne. The Democrats, in turn, [...]

Steven Reeves, in this post on Front Office Box, narrates how he had notice from his Front Office Box app about a new registration. When he copied the address into a welcoming message Gist exploded with the social footprint of the owner. Now this was really useful. He immediately followed the Twitter account, researched the RSS feed and sent friend [...]

A passionate conversation between industry pros about Social CRM. Posted by Wouter Trumpie. To read the original article, click here

According to Esteban Kolsky – Principal and Founder of ThinkJar, “many have attempted to label Social CRM in many ways and give different reason why you MUST or HAVE TO do it. To him it is about doing something with the feedback you collect from your customers. It is, finally, about being able to understand your customers’ expectations, and being [...]

Ric Pratte writes that his stake in the ground is using the acronym to describe Social CRM as Social Consumer Relationship Management. Many people, he says, refer to CRM as Customer Relationship Management but he feels there is a significant difference between how consumer-facing businesses approach customer interaction and that of a B2B organization. From a historical perspective, B2B CRM [...]

Customer Relationship Management (CRM) is evolving towards Social CRM in response to those changes. But how is Social CRM different from classic CRM? How can it help to increase the performance of my company? Is Social CRM only for the enterprise? How does Social Media affect my business? CRM is both about the processes and tools. For an in-depth exploration [...]

In his post, Kevin Troy Darling starts by reminding us of the post Social CRM is Just the Beginning, by Brian Solis: “I believe that among the chief attributes of social media, the ability to identify active communities of relevance, trace channels and voices of influence, and also discern and dissect the various stages of decision making, all in real-time, [...]