Enterprise 2.0 and Social CRM Converge Towards the Collaborative Enterprise
In Mark Tamis’ opinion the discussion around Enterprise 2.0 has been too internal-facing and focused on the tools, rather than what the objectives for collaborating actually are. The market is maturing...
View ArticleCRM Best Practices Adoption
Organizations continue to spend heavily on customer relationship management (CRM) – $11 billion annually by 2010 – to grow the top line, improve the customer experience, and boost the productivity of...
View ArticleSCRMish Thoughts – A Look Back at 1st Half of 2010
A fascinating, authoritative, overview of where SCRM is at in July 2010, by Paul Greenberg. He first looks at the big picture, then at the evolution of thought leadership in this niche. He then reviews...
View Article4th Annual CRM Editors’ Roundtable: The State of CRM in 2010
Ginger Conlon and Josh Weinberger of CRM magazine tackle a number of different topics, including trust-ability, where we are with social CRM, the impact of the economy on CRM, and some predictions...
View ArticleThe Social CRM Software Market: Consolidation Ahead
Michael Maoz, in this post on the Gartner Group’s blog, examined the Social CRM software providers and discovered that the breadth of functionality was as thin as a slice of Nova Lox at Zabar’s(or tuna...
View ArticleSocial CRM & The Customer of the Future
Social CRM & The Customer of the Future - How will the empowered customer, erosion of the traditional decision funnel and multiple communication channels impact how you communicate w customers? A...
View ArticleMonitoring, Management & Promise of Social CRM
A presentation by Todd Van Hoosear, with Dan Bruns of Mzinga. Van Hoosear provides an overview of the rise of Social CRM, from content creation to monitoring and reporting, platform integration and now...
View ArticleInteraction-Centric Customer Service Vendor Spotlight
There’s been lots going on in what Forrester calls the “interaction-centric customer service vendors”. These are the vendors that manage the high-volume, transaction-oriented relationships – those...
View ArticleTop 5 Emerging Brand Trends on Facebook
Jennifer Van Grove, in a post on Streaming Links, provides an overview of 5 decisive brand trends on Facebook: Facebook exclusives, Facebook Places experimentation, Facebook commerce, Facebook support...
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The Web in 2020: Kevin Kelly’s Vision
Jean-Marie Bonthous, Seamless Social At the Web 2.0 Expo & Conference in San Francisco, Kevin Kelly, co-founder and Editor-At-Large for Wired Magazine, delivered a brilliant keynote outlining his...
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