Archive for January 24, 2012

Whitepaper: A Playbook For Social CRM

Great read on Social Customer Relationship Management (CRM) and a cool definition to go with it:

Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.

 

 

Whitepaper: A Playbook For Social CRM

The Measurement Silver Bullet Does Not Exist – So Stop Searching

Great read on how we measure the effectiveness of social is evolving just as how we carry out and integrate social is evolving:

THE MEASUREMENT SILVER BULLET DOES NOT EXIST – SO STOP SEARCHING

via The Measurement Silver Bullet Does Not Exist – So Stop Searching.

Relationships matter

Great read on the power of relationships versus broadcasting: Your PR Efforts May Be Hurting You – Alex Goldfayn – Harvard Business Review.