Social CRM: The New Rules of Relationship Management

I am left amazed at the level and detail of information those guys offer. As you know, today the social business environment is far beyond listening. There is a big shift in the past 1-2 years between online customer management systems and social media listening and engagement. After all, social business is about using social technologies to lower the barriers between company and customer.

The Altimeter Group has released a new report on Social CRM, this report analysis is different as all their others. The report (PDF 22 pages) is free to download, read and share, which reflects the socialization of information and the spirit of social media.

After months of study and interviews with over 100 organizations, Altimeter Group identified 18 use cases for Social CRM to help businesses assess, adapt, and create new programs and processes to socialize their brands.

social crm

As the report notes in the beginning:

Rapid adoption of social networking enables users to connect with individuals and communities who share mutual interests, increasingly leaving organizations out of the conversation.

Simply hiring more people to keep up with social marketing, sales, and support will not be sufficient, as consumers and their new channels will always outnumber employees. As a result, companies need an organized approach using enterprise software that connects business units to the social web – giving them the opportunity to respond in near-real time, and in a coordinated fashion.

And they’re totally right.

As the report notes, Social CRM does not replace existing CRM efforts, it complements it with an outbound extension to connect with the very social beacons that shape and steer perception – those previously untouched with inbound only infrastructures.

And as the “Godfather of CRM,” Paul Greenberg notes, “We’ve moved from the transaction to the interaction with customers, though we haven’t eliminated the transaction – or the data associated with it … Social CRM focuses on engaging the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It’s (i.e. Social CRM is) the company’s response to the customer’s ownership of the conversation.”

Need help? Have projects to work together? – contact her. Ann is an energized internet marketing professional with enthusiastic, infopreneur & e-marketing consultant. She is also a passionate blogger, into e-commerce, social media, sem & content marketing. Follow her on twitter @imannliu, connect with her on Facebook and Google Google Plus as well.

Is Your Organization Culture Designed To Be Social?

As 2010 begins, everywhere we turn, we see those who proclaim that understand the social media are talking about measurement and ROI from social marketing. It seems that everyone is trying to justify the time, effort and expense of using social media by creating measures that are centric to financial results.

Forrester Research recently released a list Monday of social computing prediction for 2010, the report suggests that:

“an increasing number of marketers will adopt listening platforms to monitor social media, Twitter will become more profitable or get acquired, Facebook will take a hands-on approach to protecting members, and incompatible mobile devices in siloed application will shatter the social experience.” [Read more…]

Need help? Have projects to work together? – contact her. Ann is an energized internet marketing professional with enthusiastic, infopreneur & e-marketing consultant. She is also a passionate blogger, into e-commerce, social media, sem & content marketing. Follow her on twitter @imannliu, connect with her on Facebook and Google Google Plus as well.

Where are You Stand in the Social Technology Adoption Curve

Web 2.0 and social net­works have gained per­cep­ti­ble mind­-share in past years, especially in year 2009. As many of you may know – social net­works sig­nif­i­cantly reduce the cost of com­mu­ni­ca­tion and rela­tion­ship build­ing.

With social technology into the place, today, it is possible to get a person’s professional background in detail, as well as people s/he works with currently and has worked with/gone to school with in the past. It is possible to talk with the person’s former colleagues. And, it is increasingly possible to learn some of the person’s thoughts on certain business challenges through his/her activity in online forums, as well as his/her answers on other people’s blogs. [Read more…]

Need help? Have projects to work together? – contact her. Ann is an energized internet marketing professional with enthusiastic, infopreneur & e-marketing consultant. She is also a passionate blogger, into e-commerce, social media, sem & content marketing. Follow her on twitter @imannliu, connect with her on Facebook and Google Google Plus as well.