As the headline implies, even though Social CRM exists as an official category, what it is and what it is not is blurry and hotly debated. No, it doesn’t need a new definition. And, no, it doesn’t need new leadership. sCRM, and now “social enterprise” as categories could however, benefit from clarity around what it is they’re solving for, which companies actually provide solutions against those objectives, and ultimately, how everything works together for the benefit of customer engagement and…
Are You Building a Social Brand or a Social Business?
Part 8 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel. Social media says so much and so very little at the same time. First, social media implies that media is just that, social. But when you study many of the best practices or test the advice dispensed through popular “top 10” posts, you find that at the heart of notable social media successes is simply brilliant creativity and desirable…
Social CRM – Getting Down to Reality
Guest post by Paul Greenberg, author of CRM at the Speed of Light. Follow him on Twitter, please read his blog. First things first. Thank you, Brian. I am truly thrilled that I’m getting the honor of addressing your friends and I’m more thrilled even to be able to call you a friend. You know, I’ve spent a lot of time looking at the CRM market, as an analyst, consultant, journalist, blogger and whatever other chameleon-like title you can give…
Introducing The Conversation Prism Version 3.0
If a conversation takes place online and you’re not there to hear it, did it really happen? On August 5, 2008 JESS3 and I introduced version 1.0 of The Conversation Prism. Today, I’m proud to announce The Conversation Prism Version 3.0. With the introduction of 3.0, our view of the social media panorama is updated and also reflective of the real world that is embracing and organizing the social Web. One of the aspects that make social media so fascinating…
(R)evolution Episode One: Empowering Your Employees and Customers with Josh Bernoff
Welcome to the premier episode of (R)evolution, a new series that connects you to the people, trends, and ideas defining the future of business, marketing, and media. In show number one, Forrester’s Josh Bernoff discusses his new book Empowered, co-authored with Ted Schadler. An old proverb declares, “may you live in interesting times.” Indeed we do. The markets that define the business landscape for brands, organizations, and local businesses are democratizing. At the same time, the dynamics of influence, who…
CRM Magazine’s 2010 CRM Market Awards
There’s a saying that good things happen when you least expect it. Such is the case this past week. As part of its CRM Evolution ’10 conference, CRM Magazine announced the winners of its 2010 CRM Market Awards. I’m proud to say that I was listed as one of eight CRM “Influential Leaders” by the magazine, to which I am quite literally speechless. To say that this came as a surprise would be an understatement. To be included among a…
Customers Ignite a New Era of CRM
What follows is the unedited version of my latest post at AllThingsDigital… The Altimeter Group today released a new report on Social CRM and while analysts release reports all the time, this is different. The report is free to read and share under Creative Commons and this is a big disruptor, one that reflects the socialization of information and the spirit of social media. The New Rules of Relationship Management The essence of the new report by Altimeter’s R “Ray”…
Twitter and Social Networks Usher in a New Era of Social CRM
In a conversation recently with good friend Jeremiah Owyang, he encouraged and motivated me to finally publish this post… Over the last decade, Social Media has slowly evolved not only as a new content publishing, sharing, and discovery medium, but more importantly as a peer-to-peer looking glass into the real world conversations that affect the perception, engagement, and overall direction of the brands we represent. Socialized media didn’t invent “conversations,” it simply organized and amplified them. My foray into the…
