It is important to fully understand that social customer relationship management is a strategy that focuses on people and their processes, using tools to assist. It is not a tool and, therefore, cannot ever be built.
These ideas have not been formed by myself in isolation. They come most recently from Bob Thompson who shared some thoughts based upon an interview with David Armano. Many, many more have come as a result of great discussions with people like Prem Kumar, Mitch Lieberman, Esteban Kolsky, Graham Hill, Wim Rampen, Dr. Natalie Petouhoff, Brian Vellmure, Arie Goldshlager, Glenn Ross and too many others to name.
Social Business Strategy and Social Customer Relationship Management
This is a much cleaner way of referring to the use of Social Media as part of a business strategy. Why cause confusion with terms such as social customer relationship management (social crm), customer relationship management (crm), Enterprise 2.0, and so many other terms people have contributed to the conversation. From here on out I will only refer to social business strategy (#SBS) as the framework,social customer relationship management (social crm) is dead to me. For those of you who were friends of social customer relationship management, flowers can be sent to my house as we will be having a private memorial service tomorrow.
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