• Scott Wallask

    I agree that it's useful to think of social media as the front end of CRM, simply because of how rapidly social media can affect a company's standing on the web (particularly is something bad happens, like BP's oil spill). I don't think of middleware as something a customer can directly alter, but perhaps I'm oversimplying things in that regard.

  • Mstrohlein

    It's neither–Social CRM is a philosophy, a culture, and a way of doing business–the tools you describe are merely a means to the end of implementing Social CRM. Focusing on tools such as text and predictive analytics and “storing relevant results” will merely perpetuate the notion that software tools are the heart of SCRM.

  • Thanks Mstrohlein for visiting my blog and for your comment. Please check out my definition of Social CRM – Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty (for more see this: http://hkotadia.com/archives/1648 )

    What I have tried to highlight in this post is how Social Media have become the new front end of CRM “systems” – not CRM.

    Hope this helps,

    Harish Kotadia, Ph.D.

  • Thanks Scott @SAPCRM_observer for visiting my blog and sharing your thoughts. Much appreciated!

    Harish Kotadia, Ph.D.

  • Jason Crm Smith

    I just attended this event.

    WIN HP mini Netbooks (5 Netbooks) and 100 Dynamics CRM online subscription (free for 6 months).

    The Dynamic Business Week is the event where you can experience the Social Customer Relationship Management (SCRM) community in action. This event offers you a unique opportunity to network with your peers, industry experts and Microsoft Dynamics CRM team members. Share ideas and knowledge— all in one place.

    Visit Dynamic Business Week by following this link. http://bit.ly/dsBBc4 .

    This event lets you interact with industry experts in the CRM and social CRM space and also with other attendees that are interested in SCRM .

    This is a virtual event with social media interaction built from ground up, the Virtual events platform used is http://social27.com and it is based on Windows Azure platform.

    http://www.microsoft.com/windowsazure/

  • ASR

    I agree its front end of CRM, but many customers misuse these social media to publish false/wrong news, which is a very sad part 🙁

  • ASR

    I agree its front end of CRM, but many customers misuse these social media to publish false/wrong news, which is a very sad part 🙁