Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management

18 Use Cases That Show Business How To Finally Put Customers First

Social and CRM: How Companies Will Manage Their Social Relationships

Over the last six months, I’ve been working closely with Ray Wang who is well known in the CRM space as an expert. Coupled with my focus on social technologies we did a deep dive on how our worlds are intersecting at Social CRM. In our opening webinar when we announced our joining of the firm, we made it clear that we were looking at the holistic business, across multiple business departments –not silos or roles.

Companies are unable to scale to keep up with the social phenomenon

We know that customers are using these social technologies to share their voices, and companies are having a very difficult time to keep up.

  • For companies, real time is not fast enough. Companies need to be able to anticipate what customers are going to say and do, in order to keep up. Although Motrin responded to angry mom’s within 24 hours –it was too slow.
  • Companies are unable to scale to meet the needs of social. No matter how many community managers Dell and Comcast Cares hires to support, they’ll never be able to match the number of active customers. They need tools, and they need them now.
  • Customers don’t care what department you’re in they just want their problem fixed. Dooce’s support problem with Maytag quickly became a PR nightmare –had the support group known she was an influencer (and what it means), they could have serviced her better.

Framework:  The 18 Use Case of Social CRM
Above: Framework of the 18 Use Cases of Social CRM

How To Use This Report: A Pragmatic Roadmap

Regardless if you’re in IT or in a business unit, we wrote this to meet the needs of both groups. This architecture lays out all the possibilities (18 use cases) defines the problem and goal for each, and suggests some vendors to watch. It’s also pragmatic, as it lays out a process on how to get started, baseline needs (listening) and what to do next.

Action Items

  1. Sign up for the webinar series. This is a deep topic, and the report is only the tip of the iceberg. As we’ve done in the past, we’re going to offer a series of free webinars on this topic to explore each of the use cases in gritty details. Sign up for the webinar now, as we can only have 1000 attendees per webinar, as our last webinar had over 1100 registrants.
  2. Read then spread this report. Like open source, the Altimeter Group believes in open research, we want our ideas to grow, and others to take advantage of it. So if you found the report helpful, please forward the report to internal constituents, partners, vendors, clients, and blog it. Use it in your presentations, business plans, and roadmaps. I’ve embedded it below, and there are download features for your own use.
  3. Have an internal discussion. Evaluate your current situation at your company, then draw up which business needs need to be tackled first. Use the use cases as a roadmap by mapping out which phase comes first, and which phase comes second.
  4. Learn more and join the community of pioneers. This is new territory, we don’t have all the answers, so we’ve created a group in which pioneers can learn from each other. It’s free, and the conversation has started already. Jump into the group, and learn together.

The Altimeter Approach

Standing behind our belief in open research, the Altimeter Group wants to be part of the community. Thus, we:

Involve the expert community in the research process
Altimeter is unique as our partners can tightly comingle our topic areas and see how they converge, we highlighted our vision when we joined. We seek to be stewards of community and during our six months of research we talked to way over 40 thought leaders, vendors, and companies that are approaching this space. We blogged ideas, engaged in conversations with the #scrm hash tag, and had working sessions with thought leaders like Paul Greenberg and Esteban Kolsky. We approached research in an open way, and allowed for vendors to review the report and submit back their ideas, some of which we incorporated. This effort was a group effort and included a lot of heavy lifting from Christine Tran, operations who helped to schedule countless meetings, and guidance from Charlene Li, our founder.

Provide a holistic view through deep collaboration
We see that worlds are converging, and we model our research the same way, through really analyzing the mixtures of our different topic areas. For example, what was interesting is that my ‘marketing-speak’ and Ray’s ‘IT Speak’ often resulted in the tower of babel. Although we were talking about the same topic, he had to translate IT and marketing speak both ways. After many puzzled looks, we embracing this, and realized that this isn’t unique to us but a sign of companies converging as a result of mass adoption of easy to share social tools. Thus, we realized this framework that could meet the needs of the various camps would be helpful, companies need to move quickly, as customers have adopted social in rapid fashion.

Use open research to grow ideas
We want ideas to spread, and have made the entire report available at no cost on Slideshare, and put up images on Flickr, we hope you use them, under creative commons licensing of Attribution -Noncommercial – Share Alike Status, we believe in open –not closed research. We’re trying a different business model, we want to involve the community of experts and publish our findings out there for everyone to benefit from, please support us by sharing it as much as possible, while we trial a new way of doing research.

Update: I forgot to mention, this report was entirely funded by the Altimeter Group. Also, we are open about disclosing who are clients are (providing they approve), as a result, we hope you’ll trust as more.

Related links: I’ll roundup interesting links that discuss this report


View more documents from Jeremiah Owyang.

Comments

  1. What is hard to stomach for me with the Dooce / Maytag example is that companies need to assume that all of their calls have that potential social network attached to them and treat EVERY customer with that level of respect. Top notch customer service scales very easily with clear direction from the top thru to appropriate hiring practices and training. I will gladly pay more at Chik-Fil A where their customer svc is top notch. You can keep your PDA pokers at McAverage fast food.

  2. jeremiah says:

    Thanks Mark, it’s true, every customer is likely to be an influencer, I think we agree.

  3. Thank you for a great post @debs

    Do you think one of the major factors missing from the SCRM framework is benevolence and empathy?

    If you attach both these frames of thinking and approaches into the framework, one would inherently illustrate a sense of connectedness and genuine empathy to a client(s) problems. It also shows a capacity to truly listen to what the issues are and to be genuinely interested in resolving this even if it means sending a client to a competitor.

    From an individual level, you’ll find the top sales people connect in this manner. The challenge for the enterprise is how to spread this paradigm of thinking and example of sales excellence throughout the organisation especially as everyone is considered “the organisation” based on what you say here: “Customers don’t care what department you’re in they just want their problem fixed.”

    What do you think?

    All the best.

  4. how can I download the framework table and the report

    • jeremiah says:

      Yes, click through to the report on the text at the top of the slideshare, it’ll take you to the document on slideshare.net

      From there you can download the whole thing.

  5. Ray Brown says:

    This is an excellent piece of work. Congratulations to all concerned. I’m excited by your “open research” approach. I do have two concerns: 1. Are we being limited in our thinking by trying to force so much new thinking/activities/technology into the existing silos of marketing, sales, IT – do we not require some structural change to accomodate these massive market shifts ? 2. Where do businesses acquire the new competencies required to capitalise on the Social CRM opportunity ? Knowing what a tight rope walker does, does not give me the skills to walk on the tight rope. I am working on a project to address both these issues. I’m happy to share my thoughts with the appropriate person in your organisation.

    • jeremiah says:

      Ray Brown thanks.

      It boils down to cultural shifts. Cultural changes are one of the biggest challenges –it’s not about technology change management in the enterprise.

      Charlene’s upcoming book is going to address a lot of this. Stay tuned, it’s focused on ‘open leadership’.

  6. Good post. One of my key issues is connecting Social Media to CRM.

    Here is another Blog post about yours: http://mutualmind.com/blog

  7. Zach Philip says:

    for more tips and tools, this is a good read http://bit.ly/aQxde8

  8. Learning a great site for social media

  9. This is a great start. If you want to take sales 2.0 to the next level to know when to sell, who to sell to, and what to say, you should check out SalesView by InsideView. You can check out the top 5 reasons you’ll love the new SalesView here: http://blog.insideview.com/2010/04/29/5reasonstolovethenewsalesview/

  10. Social Media and CRMs should go hand in hand to serve the Customer 2.0 better.
    While I say this, it is more important to know that most of the sales and marketing teams are spending their valuable time getting the sense out of social media.

    Are you also spending too much time in social media? If yes, read the tips to efficiently and effectively get the best out of social media.

    http://blog.insideview.com/2010/05/02/investing-too-much-time-on-social-media-how-to-boost-your-roi

  11. Gaurav Jha says:

    As the social media explodes with new and updated information, it’s become all the more important to stay on top of what your prospects and customers are talking about. The big question here is how you can leverage all this information. I talk about some tips and tricks in my post http://blog.insideview.com/2010/04/27/connecting-the-dots-how-sales-2-0-can-help-you-connect-with-prospects/

  12. Gaurav Jha says:

    As the social media explodes with new and updated information, it’s become all the more important to stay on top of what your prospects and customers are talking about. The big question here is how you can leverage all this information. I talk about some tips and tricks in my post

    http://blog.insideview.com/2010/04/27/connecting-the-dots-how-sales-2-0-can-help-you-connect-with-prospects/

  13. As the social media explodes with new and updated information, it’s become all the more important to stay on top of what your prospects and customers are talking about. The big question here is how you can leverage all this information. I talk about some tips and tricks in my post

  14. This blog post will be of interest to you: “Contesting the Death of Tradition CRM: Social CRM is a Process and not a Technology” – http://creativestride.com/blog/2010/06/01/contesting-the-death-of-tradition-crm-social-crm-is-a-process-and-not-a-technology/

  15. Over the last six months, I’ve been working closely with Ray Wang who is well known in the CRM space as an expert. Coupled with my focus on social technologies we did a deep dive on how our worlds are colliding into the trend to Social CRM. In our opening webinar when we announced our joining of the firm, we made it clear we’re looking at the holistic business, across multiple business departments –not silos or roles.

  16. For companies, real time is not fast enough.
    I can only agree with them !

  17. Muh macht die Kuh!

  18. This is a pretty good checklist, though not exhaustive and perhaps would be even more helpful if the case studies were a bit more in-depth.

  19. My brother recommended I would possibly like this website. He was entirely right. This submit truly made my day. You can not consider just how so much time I had spent for this info! Thanks!

  20. 301 Moved Permanently I was suggested this blog by my cousin. I am not sure whether this post is written by him as nobody else know such detailed about my difficulty. You are wonderful! Thanks! your article about 301 Moved Permanently Best Regards Nick Andy

  21. I hardly drop responses, but after reading some of the remarks here Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management. I do have 2 questions for you if you tend not to mind. Is it simply me or does it look as if like some of these remarks appear like they are coming from brain dead people? :-P And, if you are writing at other sites, I would like to keep up with everything fresh you have to post. Could you post a list of every one of your social community sites like your Facebook page, twitter feed, or linkedin profile?

Trackbacks

  1. [...] Altimeter Group has recently released a white paper in which analysts Jeremiah Owyang and Ray Wang have identified 18 use cases for Social CRM, based on conversations with almost 100 users, influencers and vendors. [...]

  2. [...] Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of … [...]

  3. [...] Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of … [...]

  4. [...] Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of … [...]

  5. pligg.com says:

    Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management…

    18 Use Cases That Show Business How To Finally Put Customers First…

  6. [...] are getting social, whether they like it … or not. In their report “Social CRM: The New Rules of Relationship Management“, Altimeter Group’s R “Ray” Wang and Jeremiah Owyang detail 18 use cases to [...]

  7. [...] guys try to define the role of SCRM for today’s marketing. And now there is a new report by Altimeter’s notorious Jeremiah Owyang and Ray Wang – Social CRM: The New Rules of Relationship [...]

  8. [...] the Altimeter Group’s release of their 18 Use Cases for Social CRM, I got to thinking again. While I am still not 100% happy with the result I thought I would release [...]

  9. [...] Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management [...]

  10. [...] Altimeter Group hat jüngst ein schönes Paper zum Thema – “Social CRM: The New Rules of Relationoship Management” – veröffentlich und ich finde es ja immer wieder schön wenn Leute es schaffen [...]

  11. [...] can see the report in its entirety here; we’d love your comments and thoughts on what you think! Subscribe to The Inside [...]

  12. [...] vernetzen sich – Unternehmen hinken hinterher“. Das ist eines der Ergebnisse einer kleinen Studie der Altimeter Group. Für Firmen verändern sich die Spielregeln durch das Netz. Schon lange kann man nicht mehr [...]

  13. [...] out a few days ago: The Altimeter Group (Charlene Li and Jeremiah Owyang’s outfit) Report on The 18 Use Cases of SocialCRM, The New Rules of Relationship Management. Brian Solis has a good summary of this here. One could argue that associations are ultimately in [...]

  14. [...] influencers of company activities and strategies. Two popular ways this is taking form are the social CRM movement, and the emergence of open [...]

  15. [...] Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management « Altime…. [...]

  16. [...] activities of customer satisfaction and retention.  Brent Leary, an authority in the emerging Social CRM industry recently compiled insight and expertise from 15 customer experience leaders across all [...]

  17. [...] activities of customer satisfaction and retention.  Brent Leary, an authority in the emerging Social CRM industry recently compiled insight and expertise from 15 customer experience leaders across all [...]

  18. [...] activities of customer satisfaction and retention.  Brent Leary, an authority in the emerging Social CRM industry recently compiled insight and expertise from 15 customer experience leaders across all [...]

  19. [...] customers’ original ideas and feedback. Just a few weeks ago, I came across Altimeter’s Social CRM: The New Rules of Relationship Management, which is a must-read for anyone who wants to understand the many ways that social media have [...]

  20. [...] Ray Wang, my co-author on this report has his take * I cross posted on the Altimeter Blog, see comments * Dave McClure, VC blogged his take * Ray also cross posted on Enterprise Irregulars * Marketing [...]

  21. [...] that connection and are discussing what this looks like. The folks at Altimeter Group have been talking about Social CRM and @StoweBoyd has written a number of articles on “social business” and [...]

  22. [...] This report cuts through that confusion and delivers some great insights. Thankfully Altimeter has an open research policy where they freely share their research with anyone interested in downloading and reading it.  Their first report distributed under the open research policy is also excellent, and is titled Social CRM: The New Rules of Relationship Management. [...]

  23. [...] Attensity into a dominant position in the expanding Social Customer Relationship Management (Social CRM) market, by significantly enhancing Attensity’s ability to deliver the industry’s first [...]

  24. [...] HubSpot and Salesforce.com to connect leads and opportunities from social media (an example of Social CRM). Holly shared her management dashboard, which focuses on share of visitors that come from social [...]

  25. [...] graphic below shows 18 different points where Owyang suggests companies focus their efforts in engaging and integrating their social [...]

  26. [...] entity sensible enough to tip a customer in or out of what you offer. Jeremiah Owyang mentioned at Altimeter Group that, For companies, real time is not fast enough. Companies need to be able to anticipate what [...]

  27. [...] this service, eventually integrating processes across social-CRM and legacy-CRM domains (see this blog by The Altimeter Group and Charlene Li’s book on Open [...]

  28. [...] new leadership thinking about policies, processes, systems and training for employees (see this blog by The Altimeter Group and Charlene Li’s book on Open [...]

  29. [...] new leadership thinking about policies, processes, systems and training for employees (see this blog by The Altimeter Group and Charlene Li’s book on Open [...]

  30. [...] by no means have I provided a comprehensive look at the market, for that I would suggest you get Altimeter’s Social CRM report which does a good job of laying out the [...]

  31. [...] Altimeter Group has a nice paper, and category, touching on much of this: Social CRM: [C]ompanies need an organized approach using enterprise software that connects business units to [...]

  32. [...] new leadership thinking about policies, processes, systems and training for employees (see this blog by The Altimeter Group and Charlene Li’s book on Open [...]

  33. [...] great read is the report that Jeremiah Owyang and Ray Wang from the Altimeter Group published earlier this month on the “18 Use Cases of Social CRM and the New Rules of Relationship [...]

  34. [...] new leadership thinking about policies, processes, systems and training for employees (see this blog by The Altimeter Group and Charlene Li’s book on Open [...]

  35. [...] Jacob Morgan’s infographic on the Social CRM process to be extremely insightful.  And of course, Altimeter’s recent report – The 18 Use Cases of Social CRM, the New Rules of Relationship Management – gives insight [...]

  36. [...] uno dei campi di applicazione prioritari, un mercato che è stato mappato in una recente ricerca di Altimeter Group, “Social CRM: the new rules of relationship management”. Startup come Get Satisfaction, Crowdflower e l’italiana Crowdengineering, ma anche player [...]

  37. [...] reference today for an approach to evaluate a Social CRM tool is Altimeter Group’sreport “The 18 use cases of Social CRM”. That is a great report for vendors and enterprise users, but in this article we will try to [...]

  38. 4sq + SCRM says:

    [...] le caratteristiche di Foursquare all’interno dei 7 obiettivi di business proposti dal framework di Social CRM di [...]

  39. [...] decline Foursquare features into the seven business objectives proposed by Altimeter Social CRM framework in order to illustrate how Foursquare now seems to work very well in providing insight, developing [...]

  40. [...] decline Foursquare features into the seven business objectives proposed by Altimeter Social CRM framework in order to illustrate how Foursquare now seems to work very well in providing insight, developing [...]

  41. [...] decline Foursquare features into the seven business objectives proposed by Altimeter Social CRM framework in order to illustrate how Foursquare now seems to work very well in providing insight, developing [...]

  42. [...] decline Foursquare features into the seven business objectives proposed by Altimeter Social CRM framework in order to illustrate how Foursquare now seems to work very well in providing insight, developing [...]

  43. [...] What I mean by that is that social media is maturing and starting to develop definable disciplines. As once Online grew into email, search, display, etc. specialties so too is social today. Many of the pundits have picked up this theme and have started to lay claims around the emerging areas, most notably with the good folks over at Altimeter and their 18 practical uses of social media. [...]

  44. [...] decline Foursquare features into the seven business objectives proposed by Altimeter Social CRM framework in order to illustrate how Foursquare now seems to work very well in providing insight, developing [...]

  45. [...] Obama’s Citizens’ Briefing Book prior to his inauguration)  or how a use case outlined in the Altimeter Group’s 18 Social CRM Use Cases was implemented; or how success in SCRM or some social customer interaction was measured – the [...]

  46. [...] The Altimeter group’s deep dive on the 18 uses of social media is here. [...]

  47. [...] reading: Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management @ Altimetergroup.com Filed under: Innovation, Social CRM, Video Leave a comment [...]

  48. [...] Jacob Morgan’s infographic on the Social CRM process to be extremely insightful.  And of course, Altimeter’s recent report – The 18 Use Cases of Social CRM, the New Rules of Relationship Management – gives insight [...]

  49. [...] set will be required to learn: brand monitoring tools, social media workflow, listening tools, social CRM training.  Beyond the tools, they’ll have to learn conversational marketing, conversational [...]

  50. [...] Altimeter Group hat jüngst ein schönes Paper zum Thema – “Social CRM: The New Rules of Relationoship Management” – veröffentlich und ich finde es ja immer wieder schön wenn Leute es schaffen [...]

  51. [...] best session at this years Blog World Expo was by far the Social CRM presentation by Jacob Morgan & Brent Leary. As I integrate Marketo with Salesforce here at [...]

  52. [...] uno dei campi di applicazione prioritari, un mercato che è stato mappato in una recente ricerca di Altimeter Group, “Social CRM: the new rules of relationship management”. Startup come Get Satisfaction, Crowdflower e l’italiana Crowdengineering, ma anche player [...]

  53. [...] CRM should read Paul Greenberg’s excellent post on the subject and perhaps the free 18 Use Cases of Social CRM, The New Rules of Relationship Management report from The Altimeter [...]

  54. [...] wrote last week my plans to use Marketo as a Social CRM tool. My first step was to set up a tagging process within Marketo to track visitors that come to [...]

  55. [...] CRM should read Paul Greenberg’s excellent post on the subject and perhaps the free 18 Use Cases of Social CRM, The New Rules of Relationship Management report from The Altimeter Group. Posted in Social Media Watch | Leave a [...]

  56. [...] admit the fears. Over at the Altimeter Group blog, there’s a nice admission from last March about the confusion felt by some business [...]

  57. [...] Social CRM ready to be included or is it not quite ready for prime [...]

  58. [...] 22) In March of 2010, Altimeter came out with a great report that I have referred to more than once, The 18 Use Cases of Social CRM, The New Rules of Relationship Management [...]

  59. [...] 800 pages devoted to SCRM goodness, drawing on a lot of practical examples of its value. Then the Altimeter Group SCRM Use Cases that were put together by the now Constellation RG CEO Ray Wang and Altimeter’s Jeremiah Owyang. [...]

  60. [...] relatively easy these days to find point examples of social CRM in action across marketing, sales or customer service; but few organisations have a holistic Social [...]

  61. [...] infographic on the Social CRM process to be extremely insightful.  And of course, Altimeter?€™s recent report – The 18 Use Cases of Social CRM, the New Rules of Relationship Management ?€“ [...]

  62. [...] CRM, Newsletter, UK / No Comments It’s relatively easy these days to find point examples of social CRM in action across marketing, sales or customer service; but few organisations have a holistic Social [...]

  63. [...] relationship. As social media and social networking activity steams ahead with no sign of slowing, Social CRM has been getting an increasing amount of [...]

  64. [...] y Oracle en las cuestiones de Empresa 2.0 además de contar con consultorías por Paul Greenberg en Social CRM, Jorge Avila, Guillermo PerezBolde, Luis Martínez “Gawed” y otros grandes y [...]

  65. [...] but we’ll be publishing more on this topic throughout the year. In the meantime, check out the 18 Use Cases of Social CRM from the Altimeter Group and Social Business Framework from IDC. These tools present possible uses [...]

  66. [...] I think that Social CRM may be perfectly positioned to become the relationship manager. Change the name from “contact” [...]

  67. [...] but we’ll be publishing more on this topic throughout the year. In the meantime, check out the 18 Use Cases of Social CRM from the Altimeter Group and Social Business Framework from IDC. These tools present possible uses [...]

  68. [...] but we’ll be publishing more on this topic throughout the year. In the meantime, check out the 18 Use Cases of Social CRM from the Altimeter Group and Social Business Framework from IDC. These tools present possible uses [...]

  69. [...] at CamCreative last night, Eric Swain outlined why companies need to move from social CRM to social business. Using the actionable insights that social media conversations provide increases [...]

  70. [...] is to follow Jeremiah Owyang and Ray Wang both on Twitter and on their blogs, but also start with this report which will give you a good base from which to begin your own exploration of Social [...]

  71. [...] Altimeter Group published a well-read report, 18 Uses of Social CRM. The report covers a variety of ways social CRM can be applied. Many are classic CRM sales & [...]

  72. [...] Altimeter Group published a well-read report, 18 Uses of Social CRM. The report covers a variety of ways social CRM can be applied. Many are classic CRM sales & [...]

  73. [...] Altimeter Group published a well-read report, 18 Uses of Social CRM. The report covers a variety of ways social CRM can be applied. Many are classic CRM sales [...]

  74. [...] Social CRM to understand exactly what they are looking to gather from the customers. The report, 18 Uses of Social CRM, provides these three things a company must know to generate breakthrough innovations from [...]

  75. [...] they’ve been a customer.  Entering social CRM can be tricky. As with any other CRM system, Social CRM adoption must be company-wide in order to achieve peak [...]

  76. [...] Groupon, Living Social, and many others. Ventown includes IA as one of the key features of our social CRM platform. And we do more than just aggregate. We derive greater inbox recognition for you out of [...]

  77. [...] guilty of both. The next hour was filled with an overview of Salesforce.com, an explanation of social CRM and its importance, and how it can be [...]

  78. [...] servicio al cliente, atención al cliente, etcétera tanto canales tradicionales como digitales (Social CRM); Generación de inteligencia de mercado y de negocios mediante la recopilación, segmentación, [...]

  79. [...] are still trying to figure out Facebook and Twitter, others are on to Online Reputation Management, Social CRM, Crowdsourcing, and building Rivers of [...]

  80. Quora says:

    Should Enterprise Social Media E 2.0 be linked or merged to existing ERP application?…

    Enterprise social media (Social CRM) and Enterprise 2.0 continue to show significant potential for streamlining business processes. Benefits to companies how are integrating Social CRM and Enterprise 2.0 into traditional ERP-centric business processes…

  81. [...] Social CRM can enhance rich exchanges with stakeholders and customers in a strategy of engagement and collaboration which not only enables understanding but also encourages involvement and commitment, thereby turning customers into advocates. [...]

  82. [...] Social CRM can enhance rich exchanges with stakeholders and customers in a strategy of engagement and collaboration which not only enables understanding but also encourages involvement and commitment, thereby turning customers into advocates. [...]

  83. [...] -Gartner, Inc., “Magic Quadrant for Social CRM”* [...]

  84. Quora says:

    What are the best reads/research on the development of CRM in the age of social?…

    There are many, starting with best-selling authors, bloggers and experts running companies in the Social CRM industry and progressing to research studies shared online.  Here are the best authors and reports to read on the development of Social CRM:

  85. [...] You can use social media to connect with your audience, and develop your personal or organizational branding, or manage relationships with your customers (also called Social CRM); [...]

  86. [...] collaboration, governance, training, engagement, policies, technology integration, workflows, social CRM, and [...]

  87. [...] the use cases for social CRM within most businesses (see image above) and they’ve also produced a report to explain how to develop your [...]

  88. [...] CRM represents the return of a customer-first orientation. Last year, Altimeter published the 18 use cases of social CRM. Included in those use cases were several that relate to innovation. tweetmeme_url = [...]

  89. [...] CRM represents the return of a customer-first orientation. Last year, Altimeter published the 18 use cases of social CRM. Included in those use cases were several that relate to [...]

  90. [...] intersection of, Customer Service and Social CRM is about being human, listening for signals and watching for [...]

  91. [...] tactic may be employed – why these tactics will important. For me, 2012 won’t be about new Social CRMplatforms or improved YouTube features – but rather the people behind [...]

  92. [...] that they sell.  Pretty soon everybody will be doing it.  At this moment in time terms like Social CRM are hot property.  The reality is that every business solutions provider needs to be thinking [...]

  93. [...] het meten van campagnes, markt onderzoek, customer support en sales ondersteuning. Altimeter (“Social CRM: The new rules of relationship management”) definieert 18 use cases voor social crm in de volgende [...]

  94. [...] Jeremiah Owyang, The 18 Use Cases of Social CRM, The New Rules of Relationship Management – http://www.altimetergroup.com/2010/03/altimeter-report-the-18-use-cases-of-social-crm-the-new-rules-…Chess Media Group, Guide to Understanding Social CRM – [...]

  95. [...] The 18 Use Cases of Social CRM, The New Rules of Relationship Management (Altimeter) [...]

  96. [...] from a business and technology perspective. No isolated workforce collaboration, a separate Social CRM effort, or standalone social branding, marketing, and online experience. The vision was to connect [...]

  97. [...] creative support from network subscribing and crowd-sourced creative talent. Community: Social CRM interface that allows you communicate with your team and optionally with all members of the BH [...]

  98. [...] I think that Social CRM may be perfectly positioned to become the relationship manager. Change the name from [...]

  99. [...] cui abbiamo ampiamente parlato e i cui riferimenti si trovano – in parte – anche qui: http://www.altimetergroup.com/2010/03/altimeter-report-the-18-use-cases-of-social-crm-the-new-rules-… ) viene evoluto verso logiche più legate al sistema bancario e al rapporto di gestione dei [...]

  100. [...] as ‘the new frontier’ by IBM, it became the topic of much research, and countless articles on sites like this one. The Social Media Examiner defined social CRM as [...]

  101. [...] organisation à innover de plusieurs manières. L’étude récente d’Altimeter Groupe, 18 Usages de Social CRM, suggère que le SCM peut favoriser [...]

  102. [...] Studies have noted that marketing, sales, service, innovation, collaboration and customer experience are the areas that benefit most from strong social CRM strategies. Keep functional groups in mind as you formulate your data collection plan – the key to driving high returns from your program. [...]