Social Crm News & Articles

Web Engagement Management (WEM) is a strategy for how an organization brings together its human and technology resources to optimize its digital presence. In the article What is Web Engagement Management (WEM)? we outlined 5 core WEM components. But we just skimmed the surface. Here's more on what we think is at the center of WEM.

Thanks to the social networking gold rush of the last couple years, there are now countless ways to create low-friction customer conversations online. However, to make these conversations count -- driving sales, increasing customer satisfaction or creating stronger brand awareness -- there needs to be an effective way to manage how these conversations come together to add value, otherwise, they’re just noise.

Lithium, a new-ish player in the Social CRM circle, has just made a significant investment. The acquisition of Scout Labs has left them a whole US$ 20 million dollars lighter in stock and cash. Meanwhile, social media startup founders are seeing dollar signs. 

Semantic analysis company Attensity just rolled out the red carpet via the acquisition of social media monitoring solution provider Biz360 in order to welcome us all to what they're calling the "Open Enterprise."  

We weren't kidding when we said  mobile is everything. Tying in our little jaunt with SugarCRM as well, RhoLogic recently kicked out their SugarCRM smartphone application. Built using Rhodes, the application allows workers to access, input and edit CRM data on their mobile.
       

I always enjoy hearing Jeremiah Owyang speak, so at this week's SugarCRM conference I tweeted about being on the way to his session. Little did I know that when I got there my tweet would be projected onto the big screen in a real-time feed of con10 hashtags. Awkward.

But this is exactly what Owyang understands better than most: How social media is changing customer behavior.  

A positive customer experience is necessary for any organization. A key part of the customer experience is related to customer communications and how those communications are performed, in many cases as some sort of document output.

There are vendors out there that provide solutions to support the market for document output for customer communications management (DOCCM) and Forrester did an evaluation of 11 of those vendors to help you better understand their strengths and weaknesses. The report is called The Forrester Wave™: Document Output For Customer Communications Management, Q2 2009 and here's a look at what they found.