SubscribeI have been doing a lot of work and research in the area of Social CRM in the past year and while a lot of what I have done has been work I can not publish on this blog I do want to start sharing some of my resources and help bring you up to speed on what is undoubtedly the area of social media with the biggest potential for enterprise businesses.
A bit of a background…
While social media has gotten a lot of play in the B2C space from a marketing and communications standpoint, enterprise size businesses need a customer relationship management system that is suited to their business and robust enough to scale across multiple offices in multiple countries. So while businesses are figuring out how and where they will ultimately decide to play in social media, customers are making the choice to use whatever social network suits them. Social CRM ultimately allows customer relationship management systems to interface in varying ways with the social networks customers are already on.
It is a big subject and one that will hopefully allow businesses to connect to consumers in ways on emerging channels (of the customer’s choice) while still maintaining the ability to capture those interactions in an enterprise CRM system.
With that introduction I will start with my first recommendation which 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 CRM.
Check back here often as I will hope to post on Social CRM frequently.
