I'll start with the definition of Social media according to Wikipedia. Social Media is an umbrella term that defines the various activities that integrate technology, social interaction, and the construction of words, pictures, videos and audio. This interaction, and the manner in which information is presented, depends on the varied perspectives and "building" of shared meaning among communities, as people share their stories, and understandings.

You could describe CRM as a combination of philosophies, polices and strategies connecting different players within an organization so as to coordinate their efforts in creating an overall valuable series of experiences, products and services for the customer.

So in a sense CRM has an overlap, is similar or can be even called a form of Social Media. Now wouldn't it be nice to join some of the Social Media activities with a powerful application such as Microsoft Dynamics CRM? Social CRM?!

Phil pointed me to a great article on Social CRM written by Brent Leary and I think it's worth the read. Once your finished with this article I would encourage you to read this post on the CRM team blog written by Matt Witteman, who funny enough, used Jim, Phil and myself in his LinkedIn to Microsoft Dynamics CRM example.

What are your thoughts on Social CRM? Leave a comment.

Tags: philosophy, opinion
Actions: E-mail | Comments (1) | Comment RSS |