Defining Social CRM



Customer relationship management has been a difficult and expensive concept for many businesses to operationalize into reality. The rise of social media offers new opportunities and challenges, creating new intelligence sources while requiring new tools to manage unstructured information flow.

I’ve adapted two slides from my colleague Dion Hinchcliffe, who has a gift for making complex enterprise architecture simple. You can read his explanation of social CRM in these two articles:

From my perspective, social CRM is way of approaching social business design that starts with customers. Alternate approaches begin by focusing internally or on the value chain.

You can download a couple slides defining social CRM from our Slideshare channel.

http://www.beingpeterkim.com/2010/05/social-crm-1.html
Reblog this post [with Zemanta]
Anuncios

Revisiting the media consumption diary

Almost three years ago, I started thinking about a media consumption diary while researching and analyzing advertising trends. When I finally got around to tracking my behavior, I found it difficult to keep track of time even while recording items up to several times a day.

Flash forward to last week, when I was speaking at a conference about social business and the need to compartmentalize data. Today, a site like Daytum provides a tool for tracking consumption with wonderful visuals to help make sense of the information.


The Economist
Image via Wikipedia

Almost three years ago, I started thinking about a media consumption diary while researching and analyzing advertising trends. When I finally got around to tracking my behavior, I found it difficult to keep track of time even while recording items up to several times a day.

Flash forward to last week, when I was speaking at a conference about social business and the need to compartmentalize data. Today, a site like Daytum provides a tool for tracking consumption with wonderful visuals to help make sense of the information. Leer más “Revisiting the media consumption diary”

The client side


There’s an inescapable fact about being a successful consultant: you must possess a great level of empathy regarding the professionals you seek to assist. Understanding the experiences and challenges that come from being accountable for running a business is a must. Even better if you possess that understanding yourself, having worked on the client side. Leer más “The client side”

Should you be checking in on Foursquare?

When I was writing the post yesterday about Foursquare users, I edited out a section that was related but off point. But it lives on here.

A while ago, Rohit Bhargava pondered aloud if announcing your travel locations was a privacy leak. About a month ago, Jennifer Leggio posted about privacy loopholes and considerations before checking in. A couple weeks ago, my colleague Tom Cummings asked “What company will be first to say that employees aren’t allowed to check-in while on the job?”

So I wonder, just because you can check in on Foursquare, should you?


When I was writing the post yesterday about Foursquare users, I edited out a section that was related but off point. But it lives on here.

A while ago, Rohit Bhargava pondered aloud if announcing your travel locations was a privacy leak. About a month ago, Jennifer Leggio posted about privacy loopholes and considerations before checking in. A couple weeks ago, my colleague Tom Cummings asked “What company will be first to say that employees aren’t allowed to check-in while on the job?

So I wonder, just because you can check in on Foursquare, should you?

Consider these situations: Leer más “Should you be checking in on Foursquare?”

When mayors don’t matter

Standard internet thinking goes something like this: the more users you have and the more active they are, the more valuable your service becomes. So you would think that users who participate frequently enough to hold down a handful of mayorships are the most valuable – and you’d be correct, to an extent. User participation always needs to be managed towards meaningful goals. Linux and Wikipedia are great examples of this; so is Twitter’s ecosystem and the apps and services developed around the platform.


I get the feeling that although Foursquare is bigger than ever, its utility has been steadily decreasing as well. The root of this problem is the source of its value: users.

Standard internet thinking goes something like this: the more users you have and the more active they are, the more valuable your service becomes. So you would think that users who participate frequently enough to hold down a handful of mayorships are the most valuable – and you’d be correct, to an extent. User participation always needs to be managed towards meaningful goals. Linux and Wikipedia are great examples of this; so is Twitter‘s ecosystem and the apps and services developed around the platform. Leer más “When mayors don’t matter”

Dachis Group acquires XPLANE


I’m thrilled that Dachis Group‘s growth and momentum continues with the acquisition of XPLANE, a visual thinking company. What does this mean? We have added a distinct set of capabilities to help clients diagnose the drivers of business problems and map out effective solutions. Their acumen in process design and change communication combines with our existing strategy formulation, program design, and technology implementation capabilities. Leer más “Dachis Group acquires XPLANE”

Dachis Group welcomes The 2.0 Adoption Council


Susan Scrupski is a thought leader and advisor to leading companies; her name might not be familiar to readers of this blog but she is a kingpin of the Enterprise 2.0 space. Proof to back up this assertion: she has built The 2.0 Adoption Council, a group of over 175 global members from over 100 companies; see the graphic that outlines its members, a who’s who of the business world. These practitioners who have a daily look – for better or worse – into what’s going on with the social business world. Leer más “Dachis Group welcomes The 2.0 Adoption Council”