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Top Articles
How Social CRM Seeks to Solve Existing Business Challenges
[2010-08-23] There's been a lot of talk about what SCRM is (social customer relationship management) and how it should be defined. There has also been a lot of conversation around Social CRM from a technology standpoint in terms of vendor offerings.
Covering All Aspects Of Enterprise CRM
[2010-08-09] We've talked about a lot of topics around the Social CRM and Enterprise 2.0 space and I think it's about time we get a bit deeper into both of these areas and explore how they fit together. I get a bit frustrated when I hear people talking about SCRM and E2.0 from the same high level point of view all the time (I'm also guilty of this). So, what I want to do moving forward is really push the envelope. I'm not saying I'm going to be right or wrong but I am hoping that what I write and talk about will make you think differently about both E2.0 and SCRM. Let's take a look at some of the important and interesting things we've covered so far and then build some sort of a future roadmap for what we should cover in the future.
Facebook Taps Salesforce CRM
[2010-07-26] Enterprise cloud computing firm Salesforce.com has announced that Facebook has selected its Salesforce CRM to mange its growing sales operations.
How To Adapt To The Social Customer
[2010-07-12] In the last post we looked at what the difference between CRM and SCRM is (with visuals). Today I want to talk about how CRM is actually evolving to SCRM. There have been several images and diagrams which have attempted to depict the shift or evolution from CRM to Social CRM.
Developing Strategies Around Social Customer Relations
[2010-06-28] You might have heard that Social CRM is all around developing strategies around the "social customer". But, what exactly is a social customer and what do brands need to know about interacting with her?
CRM Suit Results In $460 Million Settlement
[2010-06-14] In what might be considered a win for the CRM community, a legal settlement has established that CRM software is quite valuable. HP will most definitely regard this as a loss, though, since the settlement involves it paying British Sky Broadcasting a whopping £318 million (or about $460 million).
Moving Beyond CRM To The Future Of SRM
[2010-06-03] In Engage!, I review the important catalysts and methodologies defining the new era of Social CRM or sCRM. In the discussion, I also introduce the idea of SRM (social relationship management), a new concept that may at first blush, seemingly challenge the promise of sCRM However, its only intention is to spur thinking beyond the literal frameworks of traditional customer relationship management, whether it's social or one-way.
Build Your CRM Strategy Before You Enter the Social Arena
[2010-05-17] Here are several excerpts from an article by Sue Hildreth a Searchcrm contributor, Strategize Before Diving Into Social CRM. Check out the complete source article for more insightful examples of how companies are approaching social CRM:
Focusing Your CRM On Successes Not Failures
[2010-05-03] I keep reading articles about CRM failure, so I thought I might change the slant a bit and point out how to make it successful.
Creating A Customer Relationship Strategy With Long-term Success
[2010-04-19] Here are several excerpts from an article about a new Gartner report, Three Steps to Create a Successful CRM Strategy, which is available for purchase on the Gartner website:
Building Solid Relationships With Your Customers
[2010-04-05] Here are several excerpts from a post by Ariel Maayan, the director of professional services at Kampyle, Customer Feedback And The Building of Solid Relationships:
Pegasystems Acquires Chordiant To Unify Customer Treatment And Marketers
[2010-03-22] Business process technology vendor Pegasystems announced on Monday that it was purchasing Chordiant, which offers a central decision engine for customer interactions. Although the news is interesting in its own right, it also triggered a twinge of personal regret because I've been meaning to write about Chordiant for nearly a year. At that time, they had just added some slick simulation capabilities that estimated outcomes if a different set of rules had been applied to historical interactions.
Tips For Building A Successful CRM Project
[2010-03-08] Here are several excerpts from a post by Richard Boardman, CRM Project Plans - Where Does It All Go Wrong?:
Learning The Social Side Of Enterprise CRM
[2010-02-22] So I guess that it's time for me to check in and comment about my experiences at the recent SCRM Summit put on by BPT Partners last week. I won't bore you with all the details surrounding my difficulties in getting back home, (it took me 4 days due to all of the airline cancellations from the winter storms in the mid-atlantic and southern part of the country), I'll focus on my most meaningful insight.
What Valuable CRM Data Are You Missing In Your Database?
[2010-02-08] My last two posts, Heading in the Right Sales & Marketing Direction and Golden Customer Rules point out the importance of knowing your best customers and treating them like you want to be treated.
So, what's the best way to accomplish these vital sales and marketing needs?
Protecting Your Customer Reputation With Monitoring Software
[2010-01-25] CRM Mastery recently rolled out a Social CRM Technology Directory that includes more then 60 products within 5 categories. One of the technology categories included in the (free with registration) directory is Brand Monitoring. The following comments are from a variety of sources:
Making Your Social CRM Processes More Efficient
[2010-01-11] Here are several excerpts from an article by David Worthington about a new Forrester Research report, ‘Social CRM' changing how processes are developed:
Interesting Ways To Look At Your Customers And Why They Buy
[2009-12-28] I flew to St. Louis for the Glazer-Kennedy Info Summit. This is a 4-day event about how to create and market information products (think ebooks, teleseminars, coaching groups, membership sites, live seminars and more).
Twitter Is King Of CRM Engagement
[2009-12-07] I've been a contributing analyst for the eConsultancy/cScape Customer Engagement Survey over the past few years. The 2010 edition has just landed and I thought I would share with you the data that jumped out at me.
When CRM Fails Where Should Blame be Placed?
[2009-11-30] Here are several excerpts from an article by Jim King, VP of Operations at Panasonic Computer Solutions Company, Who to Blame When CRM Fails. Check out the complete source article for a more comprehensive discussion of each of the key learnings mentioned below:
Xobni Releases Salesforce CRM Extension
[2009-11-18] Thanks to a new extension from Xobni, Salesforce CRM info has become more accessible. Enterprise and individual Xobni users can now see the information through Outlook, with sales forecasts, collaboration data, and lots of other stuff making its way onto the figurative menu.
How To Correctly Choose CRM Software For Your Enterprise
[2009-11-10] Here are several excerpts from an article by Rahul Sah, about how to get started on the right foot before buying enterprise application software, Enterprise Apps Buying Guide - Be sure to check out the complete source article for much more on this topic:
How To Determine If Your CRM Efforts Are Failing
[2009-10-28] Here are several excerpts from a very good guest post that appeared in Michael Krigsman's, Blog, Going Commando: Four Signs of CRM Failure: CRM failure remains a significant problem in many organizations. For that reason, it's important to explore why so many of these projects do not achieve their potential.
Adding Social Media To Your Key CRM Goals
[2009-10-06] Here are several excerpts from an article published in SiliconRepublic.com, Social networking to feature at heart of CRM strategies: Businesses will need to start integrating social networking services like Twitter and Facebook - not to mention the ones that have yet to even be born - into their sales and CRM strategies, Salesforce.com believes.
Reducing The Complexity Of Implementing CRM Within Your Enterprise
[2009-09-21] Here's an interesting post by Michael Vizard about businesses' lack of acceptance and use of Business Intelligence applications, Trying to Get Smarter about Business Intelligence:
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