sCRM – Marketing
http://searchcrm.techtarget.com/news/2240015659/Social-media-and-CRM-The-marketing-perspective?track=sy540
Posts Tagged ‘Social CRM’
SCRM – term
http://www.socialcrm.net/2009/10/social-crm-lets-not-dilute-term-to.html
Enterprise 2.0 vs sCRM
“With Enterprise 2.0 tools the asset being leveraged is employees. With sCRM the asset being leveraged is the customer”
http://www.estebankolsky.com/2009/09/22/what-social-crm-means-for-the-it-department/
Literature: Social Media & CRM
9_Key_CRM
5b-2_crm%20productivity%20%20profitability_for%20wise%202006
customer_service_meets_social_media
CRM Maturity
contact_center_09
360i-Social-Marketing-Playbook
Crm at the Speed of Light: Essential Customer Strategies for the 21st Century
(Gebundene Ausgabe) von Paul Greenberg (Autor)
(via)
Customer meets social media
customer_service_meets_social_media
9_Key_CRM
contact_center_09
Paul Greenberg’s Definition of sCRM
“CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.” – [...]
Social CRM is about conversations, not technology
”
Monitoring
Participating
Creating
Innovating or Imitating
Turning Virtual into Reality”
(via)
What is Social CRM
Social CRM – Not Your Father’s Customer Relationship Management
View more documents from bleary.
Social CRM: Customer Relationship Management in the Age of the Socially-Empowered Customer
WhitePaper:
Social-CRM-Customer-Relationship-Management-in-the-Age-of-the-Socially-empowered-Customer (.pdf)
