If you put a consultant, an analyst, a vendor, and an end user client together in the same room and ask them to explain or discuss social CRM or social business (or pretty much anything else) you will get very different answers and explanations. Nothing is ever one-sided so why bother trying to look at things from one perspective? At the Attensity panel I participated in a few weeks ago, one of the attendees asked “what is social CRM?” to which I replied, “it depends on who you ask.” That response got a few chuckles from the room but I was actually serious when I said it. There are multiple players in the space that do different things and approach social CRM differently.
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- The Many Faces of Social CRM (jmorganmarketing.com)
- Cisco Jumps Into the Social CRM Fray with SocialMiner (readwriteweb.com)
- Social CRM, FTW!: How Real Companies are Going Social and Winning (softwareadvice.com)