Tuesday, March 8, 2011

Repost: Social CRM at a Crossroads? (www.zdnet.com)

Insightful overview of the current state of social crm and where it could go from here by Graham Hill. Highlights of case studies in each of three categories:

  • Those who see Social CRM as just another communication channel to market; 
  • those who see Social CRM as a new technology; 
  • and finally, those who see Social CRM as an enabler for value co-creation throughout the customer and product lifecycles. 

I think we all want to be in group 3, but probably don't know how to get there.

The full article is definitely worth reading. It's located here on zdnet.com.

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