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How To Adapt To The Social Customer By Jacob Morgan 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. Chess Media Group in collaboration with Mitch Lieberman decided to break down how CRM has evolved by taking things back to basics and addressing the questions of: who, what, when, where, why, and how. We feel that taking this simple approach will really help shed some more on SCRM without making the topic confusing or convoluted. Continue Reading

Today's Top Videos: Global Marketing: What You Need... The Web has provided numerous opportunities for businesses including the ability to have global reach. Watch Video Building an Effective Social Media... As marketers, what goals do you have with social media? Most marketers use social for efforts such as branding, promotion, and visibility. Watch Video Making the Most of Your Data Although most businesses understand the need for measuring analytics, unfortunately, that is as far as some businesses take it. Watch Video Recent Articles: Developing Strategies Around Social Customer... 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? Chess Media Group has released... Read More... CRM Suit Results In $460 Million Settlement 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... Read More... Moving Beyond CRM To The Future Of SRM 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... Read More...

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