This is Part Two of Two in a series exploring the promise and potential of Social CRM and SRM. In Part One, we reviewed the importance of sCRM as well as introduced the concepts of Social Relationship Management (SRM) to look beyond customers in Social Media. Originally intended for inclusion in Engage!, Paul Greenberg contributed his view of sCRM and SRM to continue the discussion…
This week, I’m participating in “The Question of the Week” series hosted by Nokia’s IdeasProject. Each week, Nokia partners with industry thinkers to spark productive conversations and generate promising ideas. On June 6th, this Sunday, Nokia and I will select the best response and as a way of saying thank you, Nokia will send a new phone to the winner.
This conversation is important and one that faces almost every business today. And as a result, the answers that I hope surface will help all organizations win.
In Engage!, I review the important catalysts and methodologies defining the new era of Social CRM or sCRM. In the discussion, I also introduce the idea of SRM (social relationship management), a concept that may at first blush, seemingly appear to introduce yet another acronym or perhaps challenge the promise of sCRM. However, its only intention is to spur thinking beyond the literal frameworks of traditional customer relationship management, whether it’s social or one-way.
The headline is shared mostly in jest, but this topic is one worthy of serious attention. The question at hand is whether or not the general advice shared in popular blogs and books when designed to be snappy, shareable, and consumable, help or hinder the ability to learn critical and important lessons in social media.
I recently read a post by Alan Maites that used an article that I wrote for AdAge as the nexus for an industry-wide quest to seek answers for specific marketing challenges and ambitions. Chris Syme also continued the discussion.
Every now and then, I’m asked to answer questions for other blogs and media outlets – more so lately due in part to the recent release of Engage!
The conversations that always trigger new insights, ideas, or perspectives and sometimes, I believe that the discussion is worth sharing with you, here. This is one such discussion hosted by my friend in Belgium, Jean-Paul De Clerck.
An important reminder that you are on the right path…
Social Media marketing is not new nor is it widely established or even understood. However in 2010, it will completely transform the way businesses attract customers and the way consumers find the businesses and services that matter to them. And like that, an overnight landmark, which really is over a decade in the making, will challenge business owners, more so than today, as they now compete for the future, right now.
In celebration of National Small Business Week…
This year, Social Media marketing will gain significant support in resources and investment across businesses of all shapes and sizes.
So what’s new?
Now, a line is being drawn between edglings and underlings. Where we choose to stand affects the presence of our brand and value in new markets and our ability to capture attention where and how it is focused – both online and in the real world,.
In celebration of National Small Business Week…
For entrepreneurs, business owners, investors, and consultants, one of the most exciting prospects of social media, lies in the ability to dramatically amplify your visibility and value proposition among existing and potential stakeholders. Social Media finally places small, local and emerging businesses in the spotlight in ways that up until this point, were largely unattainable.
In March 2010, Facebook emerged as the top search term at Google, Bing, and Yahoo according to Experian Hitwise. Bing reported that 2.6% of all searches were dedicated to Facebook with Google at 1.17%.
To say that Facebook is capturing the minds and search boxes of people in the U.S. and around the world would be a gross understatement.
One of the most difficult tasks that I face when discussing Engage is the dance I perform between author and promoter. The balance is never clear, but intention is what I hope speaks volumes.
Engage is a handbook for anyone working in new media. For executives, it will help you lead transformation. For champions, it provides you with the insight to win support. For business owners, it empowers you to compete for attention and customers and expand your footprint. The list goes on…
Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.
His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.