Linear approaches to enterprise collaboration and/or social CRM aren't pragmatic or realistic. Organizations looking to implement either customer-facing or employee-facing social initiatives (a.k.a. enterprise 2.0 and social CRM) need an adaptive social business framework.
Articles by Jacob Morgan
A guide for organizations on how to understand and assess risks in the social business space.
Exploring three social communities and some typical business problems that effective engagement can solve.
These four stages of social customer engagement will give you a general overview or framework for where your company is today, and where it needs to go, when it comes to social CRM.
The goal of social CRM is solving complex business challenges. A new survey examines whether social strategists have the right skills and support to overcome the challenges they'll face.
In social customer relationship management, you have to learn to crawl before your walk. So check out these social CRM fundamentals and start walking already!
Social customer relationship management isn't a magic solution to what ails your company. However, it can help you solve your problems and meet business objectives around the evolving needs of your social customers.
This simple six-step process will help you create a social customer relationship management strategy for your organization.
Empowering advocates and improving the customer experience is a key focal point of social customer relationship management. An introduction to the philosophy and business strategy.