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On Tuesday January 12th we had discussion on the convergence between SCRM and Enterprise 2.0.
My introduction to the topic summarized what I see as the main issue: SCRM and Enterprise 2.0 are heading in the same direction (customer-centricity), talking about the same issues (engagement), using the same technologies (collaboration), [...]
I am a glutton for punishment, apparently. Not only I have not learned from diving into Social CRM early on, but I am trying the same fate now with Enterprise 2.0.
Why? Convergence.
If you remember, this is one of my key topics for 2010. No, we will not witness convergence between Social [...]
Funny thing happened to me this week.
I attended the Enterprise 2.0 conference in San Francisco and an SCRM conference showed up.
It all started with the keynotes on day one:
Tammy Erickson from nGenera delivered the opening address (she did a great job) talking about the differences between traditional enterprise and Enterprise 2.0: changes [...]
Today’s issue: what to name Social CRM and where to place it within the organization.
Why does it matter? I have been writing and researching the CRM market for a while and have seen the new terms come and go, most of them leaving little in the sense of progress for the CRM industry. My [...]
Will Social CRM eventually be viewed as an extension of existing CRM or as just one critical component in adapting to the realities of a Web-connected world? Will companies deploy SCRM as a result of thinking “how can we improve customer relationship management?” or will they deploy SCRM as a result of thinking “how can we transform ourselves into a socially-driven business?”
If you have been following the #SCRM Accidental Community on Twitter lately you probably have seen my crazy rants against — well, anyone out there who calls SCRM a market, or a technology – or anything other than new channels for CRM.
This post is an attempt to summarize some of those [...]
