At this week’s Social Media Club meeting, I pulled aside Altimeter Group’s Jeremiah Owyang to give our readers a quick introduction to the topic of Social Customer Relationship Management. As people continue sharing more of themselves online, Social CRM tools are becoming increasingly important for businesses looking to better serve their customers.
Jeremiah moderated the Social Media Club panel on the topic of Social CRM, which included:
- Wendy Lea (@WendySLea), CEO, Get Satisfaction (@getsatisfaction)
- Dr. Michael Wu (@mich8elwu), Chief Social Scientist, Lithium (@LithiumTech)
- Jamie Grenney (@JamieGrenney), Senior Director of Social Media, SalesForce (@salesforce)
What’s your opinion on Social CRM? Share your view in the comments.
For the tweetstream from the event, go to the Social Media Club’s blog.
-by Brian Remmel
{ 1 trackback }
{ 2 comments… read them below or add one }
Nice quick review esp. for those trying to sort the fuzz between mixed terms (SCRM vs CRM)..
Corps without a SCRM strategy, also steered with internal attitude changes/methodologies (E2.0) to support the cultural evolutions will be left in the dust over time I think.
Whether you like social media and collaborative approaches or not, it is here to stay (good!) – and the resulting customer relationship opportunities, better service and corporate integrity all balled up with it is exciting for all markets. Its a very interesting time in the industry.
Ellen – Thanks for the comment. I couldn’t agree more!