Social CRM. Good riddance. Next: Social ERP?

Paul Greenberg, dubbed by some "the godfather of SCRM" wrote a post on ZDNET about Gartner's 2011 SCRM Magic Quadrant. Paul is not pleased with the 2011 SCRM MQ, and he wasn't with the 2010 either.
I'm with Paul on all his points against Gartner's selection and evaluation process, yet against him on berating Gartner. Although I don't think very highly of Gartner, if they fail to understand your love child, you just didn't do your homework very well

The Social CRM Magic Quadrant

I missed the Social CRM Summit today - twice. Not only did I not physically attend, but I was occupied with work and only found time in my lunch break to quickly scan a few tweets. Now it's after dinner, there are 700 tweets, and I am ready to analyse away

Of course I use @TheTwuniverse for collecting info (my pet project), it allows me to save the results as HTML but also to copy all and paste it so I can do some filtering

The Social CRM Oxymoron

The temptation was great of course, a few years back, to invent Social CRM. There was a lot of buzz about Social, social people, social companies, social employees and social customers. It wasn't a great step from that last one to Social Customer Relationship Management.
Last year I piled all that up on the Social Sh*tpile, urging for an architectural overview over all these different movements bound to end up in yet another few dozen disconnected silos

I firmly believe in a Social movement. I also think we're getting pretty social, with three quarters of a billion people on Facebook, Twitter and Orkut - even if only half of those are active, and only a a quarter of that engaging in daily conversations - that is a nice marketplace to consider.
But business-wise, Social isn't much of a market - it's more of a channel

2010-2020: The Great Divide

A Great Divide is what I see for the coming decade. Not a hydrological divide of the Americas, but an IT-divide of the business.
Pretty much a follow-up from my one year-old Cloud and Social: the tectonic plates of IT 2.0, this post will show the great challenge Business and IT need to face together to make it through the coming decade: overcoming the explosion of forces that will rip up the foundations of every business: IT as we know it

(S)R in (S)CRM is for Record

After a conversation on CRM versus SCRM with Sameer Patel, Jon Husband And Rawn Shah, Rawn posted a fine piece on "Building Social Collaboration Into CRM With Customers And Within The Organization"

Too occupied with other matters at the time (and since), I promised him to read it later and comment - and this is my comment as it, again, is one of those fine blog posts resulting from a naturally flowing, seemingly casual conversation on Twitter that provokes so many thoughts and words that a comment would take more than just a few words

Social shifts the focus from Presales to Aftersales

Another one of those great Twitter moments: a thought came to mind during a conversation

@KRCraft Let me put it this way: Marketing 1.0 is dead, just like CustServ 1.0 - better invest in Custserv 2.0 than Marketing 2.0! #custserv

I'm equally unsure whether Marketing 1.0 ever was alive, as to whether it's been officially declared dead now - regardless of the fact whether that can be attributed to any kind of Social Thingy (...)
Loosely defining Marketing 1.0 here as targeting select groups of customers in order to shattergun them with ads via all kinds of channels such as (direct) mail, (public) commercials and advertisements

Why #VRM is Fools' Gold

There, off my chest. Vendor Relationship Management indeed is Fools' Gold
Now, all I need to do is argument that, and I'll have a few extra enemies. Cool!

Just kidding - right?

sCRM, the M:M Customer Crush?

In my last post I dove into Social CRM tools and what they do, or enable companies to do. It didn't strike me until later that there actually is a real danger in executing Social CRM: it destroys relationships we currently are used to - in our company.

Social (hiccup) CRM tools

In the past few days there has been quite some fuss about Social CRM, to which my post did contribute a bit I guess. As always, tweets were exchanged as a result and there was some destruction but also a lot of construction

First, some disclosure: as an Enterprise Integration Architect and a linguist I believe in natural diversity and detest the idea of one-size-fits-all. The only one-size-fits-all is real, physical death - and even that gets dealt in tailormade portions.

The Social Sh*tpile: Social Everything

Social CRM: pleonasm or tautology?
Every now and then wikipedia fails me, and this is such a moment.
In ancient Greek pleon comes from pleioon, meaning more: you are actually saying more than need be, overstating it. Dark night, green grass, bright light, etcetera. That's what a pleonasm is and does: adding redundancy, exageration
In ancient Greek to autos logos means the same word: you are using words that mean the same. I'm ticked off and angry, happy and delighted, dazed and confused. That's what a tautology does: it repeats the same word, synonyms

Enters Social CRM