At the Web 2.0 Expo & Conference in San Francisco, Kevin Kelly, co-founder and Editor-At-Large for Wired Magazine, delivered a brilliant keynote outlining his vision for the future of the web. I was impressed by his clarity and by how simply and succinctly he was able to simplify complex concepts to share his vision.   Kelly described six [...]

Jennifer Van Grove, in a post on Streaming Links, provides an overview of 5 decisive brand trends on Facebook: Facebook exclusives, Facebook Places experimentation, Facebook commerce, Facebook support centers, Facebook giving. Social marketing software provider Context Optional is exploring how they can serve burgeoning brand interest in Facebook’s location offering. To meet demand, the social CRM company released the Facebook [...]

There’s been lots going on in what Forrester calls the “interaction-centric customer service vendors”. These are the vendors that manage the high-volume, transaction-oriented relationships – those often encountered in B2C environments, over the multiple communication channels (email, chat, social, phone etc) that exist today. RightNow announced their RightNow’s CX for Facebook app, eGain also solidifies its social footprint by announcing [...]

A presentation by Todd Van Hoosear, with Dan Bruns of Mzinga. Van Hoosear provides an overview of the rise of Social CRM, from content creation to monitoring and reporting, platform integration and now workflow management. The unified view of the customer is still a destination which has not been reached. He then presents the 5 “I” of Social: Information, Interaction, [...]

Social CRM & The Customer of the Future – How will the empowered customer, erosion of the traditional decision funnel and multiple communication channels impact how you communicate w customers? A presentation by Barry Dalton To read the original article, click here

Michael Maoz, in this post on the Gartner Group’s blog, examined the Social CRM software providers and discovered that the breadth of functionality was as thin as a slice of Nova Lox at Zabar’s(or tuna sashimi in the stalls around Tsukiji fish market). The market (for Social CRM, says Maoz, is not going to be able to sustain all of these subtle angles. He is now exploring them to come up with a better hypothesis as to which companies will be the acquired and which will be the acquiring. It’s likely, he says, that 45% of today’s Social CRM vendors will change ownership inside of 36 months. We’re in for some exciting times.

Ginger Conlon and Josh Weinberger of CRM magazine tackle a number of different topics, including trust-ability, where we are with social CRM, the impact of the economy on CRM, and some predictions about what the year ahead will throw at us – like why Josh feels you shouldn’t put too much emphasis on Facebook. Both Ginger and Josh have valuable [...]

A fascinating, authoritative, overview of where SCRM is at in July 2010, by Paul Greenberg. He first looks at the big picture, then at the evolution of thought leadership in this niche. He then reviews the evolution in vendors’ offerings, To read the original article, click here

Organizations continue to spend heavily on customer relationship management (CRM) – $11 billion annually by 2010 – to grow the top line, improve the customer experience, and boost the productivity of customer-facing workers. To better understand how enterprises can get the most value from this investment, we surveyed 260 business and technology decision-makers and influencers to discover their strengths and [...]

In Mark Tamis’ opinion the discussion around Enterprise 2.0 has been too internal-facing and focused on the tools, rather than what the objectives for collaborating actually are. The market is maturing though as we see the approach evolve from innovators to early adopters. This was especially evident when looking at the agenda of the Milan edition, in contrast to the [...]