Social CRM and Enterprise 2.0 Vendors Directory

Complete directory of vendors in Social CRM and Enterprise 2.0 space.

Broken House, Social Enterprise and SAP.

The social house we are building for enterprises is not structurally sound. Will they have to re-deploy and re-implement their social solutions?

Social CRM, Social Media, Enterprise 2.0 – How about Social Business?

Social Media has been around for some time, and lots of businesses are using it both for internal and external collaboration with employees, customers, and partners. They are realizing, little by little, that without a strategy the usefulness of the channels and tools is limited, and the calculated ROI are slowly disappearing as the cracks begin to show around the foundation of the business intent. The use of Enterprise 2.0 for internal social strategies and Social CRM for external social work has shown promise – but stops short of being a complete business solution. The idea of integrating Enterprise 2.0, Social CRM, and Social Media into a coherent Social Business strategy is slowly taking hold in corporations around the world – but can it deliver?

“Live” Agent – is this the solution to your problem?

Social CRM triggered the whole new level of discussions around automated/self-service support options. People are demanding real-time interactions with the “live” person. Everywhere they go. Why? Because they [for some unexplainable reasons] still think [despite all the realities] that the best customer service can only come from “live” interaction with the agent.

Is Social CRM or SCRM for real?

This was one of the best meetups on Social CRM. The topic is still very hot. Social CRM – is this a space on its own or it is an extension/feature of the existing CRM applications? Some people decided to complicate these discussions even more by introducing the brand new space SRM – Social Relationship Management… I really want you to watch this video and share your thoughts.

“Social” space – 2010 predictions.

This is the time of the year when people start predicting major trends for the upcoming year. After careful considerations I decided to publish mine – focusing on major trends in “social” space: Social CRM, Social Media/Networking. And I will do it by categories – makes more sense to me, hope to you too!

Social CRM ( SCRM ) and Level 1 Customer Service and Support

SCRM and Level 1 Customer Service and Support

Let’s try to analyze the impact of social media/networking channels on your Level 1 customer support operations.