We’ve been talking quite a bit about social CRM lately as I’m gearing up to present at the New Communications Forum in a few weeks.  I’ve really received some killer feedback on the Social CRM Proce...

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Company Outputs vs Customer Expectations in Social CRM

Social CRM is "the" hot topic these days with experts popping up everywhere. Last year, I joined in the "let's try and define it" debate but I've moved on from that. I'm now convinced that simpler i...

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What Makes "CRM" Social?

I was recently interviewed by the Wall Street Journal and was asked what the three most important things are for small businesses as they pertain to Social CRM (this applies to large businesses as wel...

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Three Things Businesses Need to Focus on For Successful Social CRM

I don't think you can call a new solution "Social CRM" until you are connecting new social data sources to the sales data of your customers. CRM is about operationalization and efficiency. And ultim...

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What Defines Social CRM?

The Altimeter Group today released a new report on Social CRM and while analysts release reports all the time, this is different. The report is free to read and share under Creative Commons and th...

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Customers Ignite a New Era of CRM

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...

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