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[2010-06-28] Developing Strategies Around Social Customer Relations
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?
[2010-06-14] 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 a whopping £318 million (or about $460 million).
[2010-06-03] 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, 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.
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