This month our eyes are on Communities in Social Business. In this wrapup, you'll get a peek at what's to come this June, as well as the lowdown on a smörgåsbord of other tastes such as: Web Optimization, Enterprise CMS and Risk Management. 

CRM: The Most Important Relationship is with the Customer, Not the Data 

Chris Bucholtz (@Bucholtz): "When we discuss Customer Relationship Management (CRM) it's often in the context of technology. But technology is only one element, and not the hardest one to grasp.

CRM is about people, processes and technology, and in that order. It’s a discipline that’s practiced even without technology. Ever had a clerk or a waiter remember your name? That’s CRM. Gotten a break on a price from someone you do regular business with? That’s CRM. Received a note or an email letting you know that something you asked about is now in stock? That’s CRM, too.

But scaling those relationship moments requires technology — and that’s where CRM often runs into problems. A disturbing percentage of CRM implementations — between 40 and 80 percent, if you believe the industry researchers — ends in 'failure.'"

The Business Case for a Social Intranet

Toby Ward (@tobyward): "A business case for an intranet is like the business case for a bathroom; you can live without them (and use others), but you’re a fool if you do.

Social media has morphed to the intranet, and the intranet is becoming increasingly social. However, like the Internet, email, telephone, and other business transforming technology, the need for a social intranet is more implicit, rather than explicit. We all need email, don’t we? But did you need a business case to get your corporate email account?"

Smart Engagement: Public Relations Tips for Startups

Anne de Forsan (@deforsan): "Startups have nothing but an uphill battle when it comes to raising awareness in the market. A smart public relations campaign can go a long way, but many new companies have a poor grasp of the PR basics.

PR done well (and cleanly) helps organizations raise their profile and awareness, and promote new products, services, visions and ideas — ultimately providing a direct impact on sales.

And while this sounds perfectly feasible for any company, the truth is, companies are not treated equally by the media. This is all the more true when the company at hand is a startup — how can you be heard, listened to and understood by over-solicited journalists, when you're so damn disruptive that you're doing nothing less than providing the world with its new Alpha and Omega?

Enabling Risk Management Across the Organization

Norman Marks (@normanmarks): "An article that caught my eye last week was a piece by Ron Ashkenas in the Huffington Post Business section: Every Manager is a Risk Manager. Now, Ron does not have a background as a practicing risk officer, so his knowledge and understanding of risk management is not perfect; but he makes an interesting point. Most of the time, the (as he puts it) “official risk management function usually only addresses the most critical [risks].” But managers are facing and managing risks in the ordinary course of their business, on a daily basis."

Enterprise CMS vs Business Process Management: Do You Need One Platform, or Both?

Palash Ghosh: "Enterprise content management (ECM) and business process management (BPM), while separate technologies, often overlap. As a result, some organizations struggle with understanding whether they need an ECM solution, a BPM solution or both. This article takes a look at the options."

Ahava Leibtag (@ahaval): Content Strategy: 5 Essentials for Governance Success

"Luckily, the conversations about content strategy are always varied and interesting. I’ve noticed that lately many of them are about governance and its importance to content success. However, most of these conversations are missing two major elements:

  1. They loosely, or even worse (!) vaguely define governance
  2. No clear, practical rules for success are given (and no, recommending an editorial workflow and style guide does not count).

I thought I would take a stab at it."

Web Optimization: If Web Teams Ran a Hotel

Gerry McGovern (@gerrymcgovern): "Some web teams lack an ability to prioritize and focus. As a result, they create big, sprawling, out-of-date websites.

Welcome to Webland, a new hotel run by a web team. There are big queues at check in. That's because Tom and Jane, who should be helping check people in, are out back in the garden. Webland has a lovely garden and Tom and Jane just love to garden. They hope that guests will love their garden. In fact, if guests could only check in, they might love the garden, but right now most guests are in a foul mood because they have to wait 15 minutes in the queue. But that's only half of it. The actual check in process is horrendous."