ArticlesSocial Media's Excellent Adventure invokes CARE paradigm (Customers Are the Revenue Engine). Social media is one of many ways to engage customers.Social CRM tries to capture data from social networking traffic like Twitter handles, Facebook page addresses or other online monikers. However social media data is unstructured so who does that record in your data really represent? LinkGartner says only meaningful Social CRM business use case is to build external customer relationships. Link Customers want transparency and will use social media if companies are not forthcoming. Link But can it be more? CRM Buyer talks about "co-creation of value" being more than surfacing unmet needs and desires. The editorial goes on to say "massive collaboration within an enterprise can be just as powerful if it surfaces needs that exist in the moment".Hop On the Social CRM Express Can Social CRM be done without technology? A provocative question being asked. Mere membership in a community is not participation.The best CRM may still leave your company unconnected from the customers using social media. LinkCRM for Telecoms, Part 1: Getting More StrategicCRM for Telecoms, Part 2: Nailing the Customer Experience Telecoms have difficulty appreciating the full customer experience because they engage customers via a functional approach (support = problem, billing = payment)CRM morphing into social CRM into cloud CRM Link3 Industries Geared for Social CRM SuccessSalesforce.com gets social and will make its Chatter social networking tools available on mobile devices. According to The Feed Is the New Desktop, social networking and knowledge management (repositories) have to be used together to avoid information overload. Bantam has been in the social CRM space well before Chatter (link). Bantam focuses on SMB while Chatter/Saleforce is for the enterprise.The Social CRM Fallacy That Could Kill Your Business (opinion) - suggests you don't wait for best practices of your competitors but develop your own.
Do you consider targeting someone on Facebook with a personal ad a form of CRM? First, it is possible to target someone if you know what is on their profile. (one example)