Social Media Analytics Software. Time to Put a Stake in the Ground on Social CRM. The debate and discussion about what defines Social CRM a.k.a. CRM 2.0 vs. its traditional parent has been going on for about 2 years pretty regularly and started, according to thought leader Graham Hill almost a decade before that. Personally, I'm done defining it and am moving on. I think enough time has been spent trying to decide what we're calling it and what it is. I think that we've reached the point that though there is no one point of view, there is a general idea of what we have.
So this post, which will be on ZDNET and PGreenblog is my stake in the ground for the definition of Social CRM. Also, for this post, I still will welcome comments and discussion on the definition if you want. First, there seems to be a consensus on the definition already. Second, there's too much other work on Social CRM to do. So, I'm providing one last aggregate look at what I see Social CRM to be. I hope that I'm reflecting the consensus. Okay, here's my take on Social CRM's definition. That's it.
Why Your Company Needs to Embrace Social CRM. Maria Ogneva is the Director of Social Media at Attensity, a social media engagement and voice-of-customer platform that helps the social enterprise serve and collaborate with the social customer.
You can follow her on Twitter at @themaria or @attensity360, or find her musings on her personal blog and her company's blog. If you have been tracking conversations around social media for business, you have undoubtedly come across people talking about Social CRM. If you are anything like me, the first time you heard it, you probably rolled your eyes and said, “Ugh, another social media buzzword!” And while I do take issue with the jargon itself (and will discuss that later), Social CRM is a central concept that businesses need to understand deeply and integrate fully, in order to serve the social customer. Who Is the Social Customer? Bottom line: The social customer owns the relationship, and you need to earn her trust. What is Social CRM? — Social engagement must be enterprise-wide. Enterprise 2.0. As we move into 2013 it's time to take a look back and see what major events shaped and changed enterprise software in 2012.
It was an active year, particularly from the standpoint of continued consolidation in the enterprise software markets. Several hot trends continued to drive acquisition activity and product directions, including cloud, mobile, social, Internet of things and data analytics. Social business has started maturing somewhat and is at least much clearer in specific directions and the best areas of focus for businesses to see real benefits. What Is Social CRM? You keep hearing about this social customer relationship management (CRM) thing, right?
It’s definitely been a hot topic. Here are some important points to consider when thinking about social CRM. Social CRM is first a strategy that is often supported by various tools and technologies. The strategy is based around customer engagement and interactions, with transactions being a byproduct.Social CRM is still about CRM (but evolved), meaning a back-end process and system for managing customer relationships and data in an efficient and process-centric way.Social CRM will mean different things to different organizations.
The key is being able to understand the business challenge you’re looking to solve, and then solving it.Social CRM is one component of developing a social or collaborative business, both internally and externally. So now that we’ve laid some groundwork, let’s move on to a bit more context for both CRM and social CRM.