Comments on: A Brief History of SCRM

By: Watching a video: The business value of CRM (with Don Peppers) « Fredzimny's Blog

Sat, 20 Feb 2010 07:04:03 +0000

[...] A Brief History of SCRM | crm intelligence & strategy (estebankolsky.com) [...]

By: The Three Realities of SCRM Right Now | crm intelligence & strategy

The Three Realities of SCRM Right Now | crm intelligence & strategy — Wed, 16 Dec 2009 07:11:24 +0000

[...] we start — do you want a refresher on what SCRM is? How to make it [...]

By: Resolutions for the next Decade. Esteban Kolsky’s 5 Issues to Ponder Now « Fredzimny's Blog

Wed, 02 Dec 2009 20:35:51 +0000

[...] started to talk about the social experience and the change in the customer experience when I wrote “A Brief History of SCRM”. I started this blog to dig deeper into customer experiences and the coming changes in [...]

By: The Five Issues to Ponder Now | crm intelligence & strategy

The Five Issues to Ponder Now | crm intelligence & strategy — Wed, 02 Dec 2009 08:28:35 +0000

By: How managers should support CRM implementation | CRM For Small Business

How managers should support CRM implementation | CRM For Small Business — Sat, 12 Sep 2009 15:03:09 +0000

[...] A Brief History of SCRM @ crm intelligence & strategy [...]

By: Esteban Kolsky

Esteban Kolsky — Fri, 11 Sep 2009 02:59:15 +0000

As I said at the end of the post, this is my opinion and I am sure that many will no agree (Bob Warfield from Helpstream thinks I am almost there – he proposes the customer as the fourth pillar but I am having lots of trouble with that one. Mulling it through though).

Thanks for reading, and will definitely make it better over the next few months. Got some good suggestions already… now if we could only make that 42 hour day happen

Thanks for Reading
Esteban

By: Esteban Kolsky

Esteban Kolsky — Fri, 11 Sep 2009 02:57:56 +0000

Thanks Haim,

Glad to be of service. Come back next week for the Experience bit which requires a bit more explanation. You’ll like it

Thanks for reading
Esteban

By: Esteban Kolsky

Esteban Kolsky — Fri, 11 Sep 2009 02:57:07 +0000

Kathy,

I did not do a good job of explaining that. That is next week’s work on this blog.

I am sensing that once it is explained better, with more cute pictures, we can probably get closer to agreeing. Still, a fairly different way to approaching relationships with customers, so it may still be too out there.

I am only agreeing with you 1/3, as in the next 3 out of 10 years. As a ten year outlook, CRM is no longer an issue, same as SCRM, and new engagement platforms will rule the enterprise.

Trust me, I only miss my forecasts in the short range – anything over 5 years I am pretty good

Thanks
Esteban

By: Esteban Kolsky

Esteban Kolsky — Thu, 10 Sep 2009 20:50:07 +0000

Barbara,

I thought when I wanted to include that slide that it was going to be not sufficient for astute people looking into CE.

You prove me right.

I am working on that for next week, CE, and also a presentation that will further this post. blogs are supposed to be short and interesting so I was trying to oversimplify (as Sid said above), but I am now on the hook for more.

Will deliver as planned…

By: Esteban Kolsky

Esteban Kolsky — Thu, 10 Sep 2009 20:47:51 +0000

Sid,

The heave emphasis on social rules is for the purpose of highlighting them in this chart. Those business rules already exist for different channels and different transactions in CRM, this would only augment the existing database of rules. Same with the customer and community.

Wim also said something about the lines, which are only for illustration purposes. I guess I tried to make it too simple to read and mucked it up in the process. Will work on a fixed version soon.

I am going to work on a complete presenation using Prezi (thanks Prem for the introduction to it) and will see if it is more clear. me thinks it will be.

Thanks for reading.