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Social Everything Comes of Age
Enterprise 2.0 and social CRM form the core of social business
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Share this CRMAdvocate Story
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About five years ago, we set out to define what we called CRM 2.0. We set up a wiki and enlisted about 300 leading lights in the CRM world—from CEOs and influencers to analysts and journalists to practitioners, all working together to formulate a common definition. In 2009, we began to call it social CRM, and it was established as part of mainstream discussions. Nevertheless, the strategy remains an immature set of practices.
Because social CRM is still in the pilot stage, industry naysayers occasionally declare that it is dead. Well, that would make social CRM a stillbirth if you were to take these folks seriously. I don’t, and what they are saying is not even that interesting.
What is interesting is what they are attempting to substitute for the newly buried social CRM. It’s been social business, customer experience management, social media, and other early-development initiatives that are driving 21st-century industry, including new business models.
Read the entire Paul Greenberg article
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