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Moving Beyond CRM To The Future Of SRM By Brian Solis 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. Much of this chapter was cut as the book was already well over its target word count. As it's an important topic, I've reassembled the pieces into a two-part series to spark useful conversation and innovation around the subject. At a minimum, SRM focuses beyond the social customer and escalates the promise and potential of sCRM across an entire organization, not just customer service. Equally, SRM zooms in to evaluate the various stages of decision making and the channels and people that influence outcomes. Continue Reading

Today's Top Videos: PayPal’s New Toolkit for Google... PayPal made some cloud computing advancements at Google I/O by announcing its X Toolkit for Google App Engine... Watch Video Google Spices Up Enterprise... Along with the HTML5 and Google TV announcements at Google I/O, there were also several that pertained... Watch Video Logitech Brings Its Living Room... Although the news of Google TV is one week old, it is still raising eyebrows. The open platform brings the power of the... Watch Video Recent Articles: Build Your CRM Strategy Before You Enter... 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... Read More... Focusing Your CRM On Successes Not Failures 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. Of course, we all know that CRM technology is far from perfect. That's been proven time and again. It's definitely not an exact... Read More... Creating A Customer Relationship Strategy... 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 a customer relationship management (CRM) strategy is a... Read More...

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