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What are some of the best examples of Social CRM solutions?
In pursuit of Enterprise 3.0 and social integration, companies are looking to integrate social knowledge into their knowledge base, monitor, identify and connect those with a high social footprint or social knowledge value (SKV). There are many niche solutions floating around out there, and a few that can integrate with other solutions. What are some of the best examples? Which companies have succeed by using them? What are the characteristics/ features of an excellent Social CRM Solution?
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2 Answers
Actually, if we're going to get technical, there are few to none when it comes to comprehensive Social CRM technology solutions. One of the core requirements of a Social CRM technology solution is that it includes not just engagement and interaction engines and customer input and output channels, but also the operational CRM functionality that governed the traditional version of CRM. That means the processes, business rules engines, workflow, the ability to capture and measure transactions, the sales, marketing and customers service functionality that we all know and may or may not love.
There are a lot of vendors who are incorporating some social capabilities into particular components of their CRM offering. For example, SAP can, using Business Objects Insight, monitor the Twitter service traffic and auto-route troublesome services issues uncovered via text and sentiment analysis to the appropriate managers or personnel. Salesforce.com has its Chatter social layer which allows you to monitor any stream that can be subscribed to.
Interesting the most comprehensive technology solution comes from CDC Software Pivotal who have a product that they call Social CRM that comes pretty close to actually meeting the standard. For example, you can create a lead for sales, or open a trouble ticket for customer service, right from a particular tweet of interest in the Twitter stream. The only significant missing piece is that the only version they have is on premise - no cloud. But its still the closest.
The vendors like Lithium and Jive who are the leaders in Gartner's Social CRM Magic Quadrant, are more incredibly scalable community platforms, but they can fully integrate into CRM traditional systems through the availability of open APIs. So they can form an important part of a Social CRM system - though they don't have the operational functionality themselves.
I hope that this helps you. If you need more on this, feel free to find me on Focus. Happy to expand upon this discussion.
Hello Nicholas,
Knowlege sharing solutions that recognise and reward the relevant contributions of the people in the community will also engage the users of that community and motivate them to participate. Please take a look at the Fuze Suite. The Fuze Suite includes several components to facilitate, measure, motivate, recognize and reward stakeholder engagement within your business and includes the controls required so you can decide who, when and where it makes sense to engage different stakeholders. http://www.fuze.com
You can give ma a call directly with any questions. 425 747-0786.
Best Regards,
Jack
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