Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management

Very much appreciate your holistic thinking on this topic, it's critical that companies start understanding that social effects every aspect of their business as it is effecting every aspect of the customer experience.

Thanks Karl, I look forward to extending the conversation.

[...] How To Use This Report: A Pragmatic Roadmap Regardless if you’re in IT or in a business unit, we wrote this to meet the needs of both groups.  This architecture lays out all the possibilities (18 use cases) defines the problem and goal for each, and suggests some vendors who to watch.  It’s also pragmatic, as it lays out a process on how to get started, baseline needs (listening) and what to do next. via web-strategist.com [...]

[...] You can read Jeremiah’s POV. [...]

[...] The 18 Use Cases of Social CRM, The New Rules of Relationship Management « Web Strategy by Jer… [...]

Very much appreciate your holistic thinking on this topic, it's critical that companies start understanding that social effects every aspect of their business as it is effecting every aspect of the customer experience.

Very much appreciate your holistic thinking on this topic, it's critical that companies start understanding that social effects every aspect of their business as it is effecting every aspect of the customer experience.

Very much appreciate your holistic thinking on this topic, it's critical that companies start understanding that social effects every aspect of their business as it is effecting every aspect of the customer experience.

Very much appreciate your holistic thinking on this topic, it's critical that companies start understanding that social effects every aspect of their business as it is effecting every aspect of the customer experience.

[...] Jeremiah Owyang and Ray Wang just put the finishing touches on a new report and webcast: 18 Use Cases That Show Business How To Finally Put Customers First. Altimeter gets our admiration for always thinking the next step ahead in social business, and for always involving the community in their research. We were delighted and honored to have been a part of contributing to this report. Read the whole thing and download: [...]

Thanks Karl, I look forward to extending the conversation.

Thanks Karl, I look forward to extending the conversation.

Thanks Karl, I look forward to extending the conversation.

Thanks Karl, I look forward to extending the conversation.

Hi Jeremiah,
Great to see use cases split out like this. Thank you.

A few possible additons spring to mind:
- “competitor intelligence” or “market intel” in the marketing area. After all, companies don't operate in a vacuum and understanding a shifting competitive landscape is vital in many industries.
- “Recruitment intel” – I don't hire anyone without checking out their online profile. Moreover, I use monitoring tools to find good candidates for roles. So perhaps the HR function deserves a mention
- We have some clients for whom “fraud investigation” is another use case that can come from social media monitoring. But it's probably such a small proportion that it's not worth adding.

And a final thought – in the report (again, very useful thanks) you focus on technical vendors. Whilst the technology is a vital part of social CRM, I think you need to constantly remind people that buying into a dashboard is a necessary, not sufficient step for success. I know you usually do a good job of playing down technology over human interaction, but felt that newbies picking up the report might not recognise this.

Anyway, great job
Charlie
http://www.freshnetworks.com

Charlie, this is very helpful and very thoughtful additions.

1) Good points, on competitor intel. We would certainly consider that as part of use case #2: Marketing Insights. It's expected a company is listening to competitors, partners, and prospects beyond customers.

2) Recruiting. I like how you've found other areas in the ecosystem to consider . However, the social sales modules (use cases 6, 7, could be re-aimed and rejiggered to do that, for recruiters and HR. Don't forget Alumni, (I'm thinking retiring boomers in particular) companies should yield them in collaboration and innovation.

3) Investor relations. Another good use case that could repurpose existing modules. Use a bit of the sales use cases (6-8) and service and support (9+11) could yield some interesting results. Imagine building a community of investors to better understand their needs beyond “higher equity value”.

4) Fraud investigation. Are you talking about insurance space? I do recall some case studies of a woman's Facebook photos of her frolicking on the beach were used against her, ouchie.

Regarding your final thoughts, this is really about business uses, technology second. We lead the report with knowing your business goals, and then tried to outline 'who can help'. Most, but not all of the providers we mentioned have service arms –not just software out of the box/cloud.

Charlie, I really appreciate your thoughtful analysis, I'll admit we don't have all the answers, and really are open to the community's feedback to make it better. I'll make sure Ray sees this as well.

[...] Group has recently released a white paper in which analysts Jeremiah Owyang and Ray Wang have identified 18 use cases for Social CRM, based on conversations with almost 100 [...]

Hi Jeremiah,
Great to see use cases split out like this. Thank you.

You could stretch the boundaries of 'CRM' a bit further, taking it more into the realms of Stakeholder Relationship Management (I'd argue you've already done this with “R&D”, “enterprise” and “extended collaboration”). Bash down a few more silos to work in the “holisitic fashion” you advocate in the report. Go social in 360 degrees by adding:
- “competitor intelligence” or “market intel” in the marketing area. After all, companies and customers don't operate in a vacuum and understanding a shifting landscape is vital in many industries.
- “Recruitment intel” – I don't hire anyone without checking out their online profile. Moreover, I use monitoring tools to find good candidates for roles. So perhaps the HR function deserves a mention.
- “investor relations”
- We have some clients for whom “fraud investigation” is another use case that can come from social media monitoring. But it's probably better described as an “industry specific” use case (of which there are probably many). NB this is often customer fraud.

But there's always more one can add. I totally understand the benefit of keeping the focus on more direct customer relationship management.

A final thought – in the report (again, very useful thanks) you focus on technical vendors. Whilst the technology is a vital part of social CRM, I think you need to constantly remind people that buying into a dashboard is a necessary, not sufficient step for success. I know you usually do a great job of playing down technology over human interaction, but felt that newbies picking up the report might not recognise this.

Anyway, great job
Charlie
http://www.freshnetworks.com

Hi Jeremiah,
Great to see use cases split out like this. Thank you.

You could stretch the boundaries of 'CRM' a bit further, taking it more into the realms of Stakeholder Relationship Management (I'd argue you've already done this with “R&D”, “enterprise” and “extended collaboration”). Bash down a few more silos to work in the “holisitic fashion” you advocate in the report. Go social in 360 degrees by adding:
- “competitor intelligence” or “market intel” in the marketing area. After all, companies and customers don't operate in a vacuum and understanding a shifting landscape is vital in many industries.
- “Recruitment intel” – I don't hire anyone without checking out their online profile. Moreover, I use monitoring tools to find good candidates for roles. So perhaps the HR function deserves a mention.
- “investor relations”
- We have some clients for whom “fraud investigation” is another use case that can come from social media monitoring. But it's probably better described as an “industry specific” use case (of which there are probably many). NB this is often customer fraud.

But there's always more one can add. I totally understand the benefit of keeping the focus on more direct customer relationship management.

A final thought – in the report (again, very useful thanks) you focus on technical vendors. Whilst the technology is a vital part of social CRM, I think you need to constantly remind people that buying into a dashboard is a necessary, not sufficient step for success. I know you usually do a great job of playing down technology over human interaction, but felt that newbies picking up the report might not recognise this.

Anyway, great job
Charlie
http://www.freshnetworks.com

Hi Jeremiah,
Great to see use cases split out like this. Thank you.

You could stretch the boundaries of 'CRM' a bit further, taking it more into the realms of Stakeholder Relationship Management (I'd argue you've already done this with “R&D”, “enterprise” and “extended collaboration”). Bash down a few more silos to work in the “holisitic fashion” you advocate in the report. Go social in 360 degrees by adding:
- “competitor intelligence” or “market intel” in the marketing area. After all, companies and customers don't operate in a vacuum and understanding a shifting landscape is vital in many industries.
- “Recruitment intel” – I don't hire anyone without checking out their online profile. Moreover, I use monitoring tools to find good candidates for roles. So perhaps the HR function deserves a mention.
- “investor relations”
- We have some clients for whom “fraud investigation” is another use case that can come from social media monitoring. But it's probably better described as an “industry specific” use case (of which there are probably many). NB this is often customer fraud.

But there's always more one can add. I totally understand the benefit of keeping the focus on more direct customer relationship management.

A final thought – in the report (again, very useful thanks) you focus on technical vendors. Whilst the technology is a vital part of social CRM, I think you need to constantly remind people that buying into a dashboard is a necessary, not sufficient step for success. I know you usually do a great job of playing down technology over human interaction, but felt that newbies picking up the report might not recognise this.

Anyway, great job
Charlie
http://www.freshnetworks.com

Hi Jeremiah,
Great to see use cases split out like this. Thank you.

You could stretch the boundaries of 'CRM' a bit further, taking it more into the realms of Stakeholder Relationship Management (I'd argue you've already done this with “R&D”, “enterprise” and “extended collaboration”). Bash down a few more silos to work in the “holisitic fashion” you advocate in the report. Go social in 360 degrees by adding:
- “competitor intelligence” or “market intel” in the marketing area. After all, companies and customers don't operate in a vacuum and understanding a shifting landscape is vital in many industries.
- “Recruitment intel” – I don't hire anyone without checking out their online profile. Moreover, I use monitoring tools to find good candidates for roles. So perhaps the HR function deserves a mention.
- “investor relations”
- We have some clients for whom “fraud investigation” is another use case that can come from social media monitoring. But it's probably better described as an “industry specific” use case (of which there are probably many). NB this is often customer fraud.

But there's always more one can add. I totally understand the benefit of keeping the focus on more direct customer relationship management.

A final thought – in the report (again, very useful thanks) you focus on technical vendors. Whilst the technology is a vital part of social CRM, I think you need to constantly remind people that buying into a dashboard is a necessary, not sufficient step for success. I know you usually do a great job of playing down technology over human interaction, but felt that newbies picking up the report might not recognise this.

Anyway, great job
Charlie
http://www.freshnetworks.com

[...] Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management (tags: enterprise2.0) [...]

Charlie, this is very helpful and very thoughtful additions.

1) Good points, on competitor intel. We would certainly consider that as part of use case #2: Marketing Insights. It's expected a company is listening to competitors, partners, and prospects beyond customers.

2) Recruiting. I like how you've found other areas in the ecosystem to consider . However, the social sales modules (use cases 6, 7, could be re-aimed and rejiggered to do that, for recruiters and HR. Don't forget Alumni, (I'm thinking retiring boomers in particular) companies should yield them in collaboration and innovation.

3) Investor relations. Another good use case that could repurpose existing modules. Use a bit of the sales use cases (6-8) and service and support (9+11) could yield some interesting results. Imagine building a community of investors to better understand their needs beyond “higher equity value”.

4) Fraud investigation. Are you talking about insurance space? I do recall some case studies of a woman's Facebook photos of her frolicking on the beach were used against her, ouchie.

Regarding your final thoughts, this is really about business uses, technology second. We lead the report with knowing your business goals, and then tried to outline 'who can help'. Most, but not all of the providers we mentioned have service arms –not just software out of the box/cloud.

Charlie, I really appreciate your thoughtful analysis, I'll admit we don't have all the answers, and really are open to the community's feedback to make it better. I'll make sure Ray sees this as well.

Charlie, this is very helpful and very thoughtful additions.

1) Good points, on competitor intel. We would certainly consider that as part of use case #2: Marketing Insights. It's expected a company is listening to competitors, partners, and prospects beyond customers.

2) Recruiting. I like how you've found other areas in the ecosystem to consider . However, the social sales modules (use cases 6, 7, could be re-aimed and rejiggered to do that, for recruiters and HR. Don't forget Alumni, (I'm thinking retiring boomers in particular) companies should yield them in collaboration and innovation.

3) Investor relations. Another good use case that could repurpose existing modules. Use a bit of the sales use cases (6-8) and service and support (9+11) could yield some interesting results. Imagine building a community of investors to better understand their needs beyond “higher equity value”.

4) Fraud investigation. Are you talking about insurance space? I do recall some case studies of a woman's Facebook photos of her frolicking on the beach were used against her, ouchie.

Regarding your final thoughts, this is really about business uses, technology second. We lead the report with knowing your business goals, and then tried to outline 'who can help'. Most, but not all of the providers we mentioned have service arms –not just software out of the box/cloud.

Charlie, I really appreciate your thoughtful analysis, I'll admit we don't have all the answers, and really are open to the community's feedback to make it better. I'll make sure Ray sees this as well.

Charlie, this is very helpful and very thoughtful additions.

1) Good points, on competitor intel. We would certainly consider that as part of use case #2: Marketing Insights. It's expected a company is listening to competitors, partners, and prospects beyond customers.

2) Recruiting. I like how you've found other areas in the ecosystem to consider . However, the social sales modules (use cases 6, 7, could be re-aimed and rejiggered to do that, for recruiters and HR. Don't forget Alumni, (I'm thinking retiring boomers in particular) companies should yield them in collaboration and innovation.

3) Investor relations. Another good use case that could repurpose existing modules. Use a bit of the sales use cases (6-8) and service and support (9+11) could yield some interesting results. Imagine building a community of investors to better understand their needs beyond “higher equity value”.

4) Fraud investigation. Are you talking about insurance space? I do recall some case studies of a woman's Facebook photos of her frolicking on the beach were used against her, ouchie.

Regarding your final thoughts, this is really about business uses, technology second. We lead the report with knowing your business goals, and then tried to outline 'who can help'. Most, but not all of the providers we mentioned have service arms –not just software out of the box/cloud.

Charlie, I really appreciate your thoughtful analysis, I'll admit we don't have all the answers, and really are open to the community's feedback to make it better. I'll make sure Ray sees this as well.

Charlie, this is very helpful and very thoughtful additions.

1) Good points, on competitor intel. We would certainly consider that as part of use case #2: Marketing Insights. It's expected a company is listening to competitors, partners, and prospects beyond customers.

2) Recruiting. I like how you've found other areas in the ecosystem to consider . However, the social sales modules (use cases 6, 7, could be re-aimed and rejiggered to do that, for recruiters and HR. Don't forget Alumni, (I'm thinking retiring boomers in particular) companies should yield them in collaboration and innovation.

3) Investor relations. Another good use case that could repurpose existing modules. Use a bit of the sales use cases (6-8) and service and support (9+11) could yield some interesting results. Imagine building a community of investors to better understand their needs beyond “higher equity value”.

4) Fraud investigation. Are you talking about insurance space? I do recall some case studies of a woman's Facebook photos of her frolicking on the beach were used against her, ouchie.

Regarding your final thoughts, this is really about business uses, technology second. We lead the report with knowing your business goals, and then tried to outline 'who can help'. Most, but not all of the providers we mentioned have service arms –not just software out of the box/cloud.

Charlie, I really appreciate your thoughtful analysis, I'll admit we don't have all the answers, and really are open to the community's feedback to make it better. I'll make sure Ray sees this as well.

As an email subscriber to your invaluable blog (site) I am left amazed at the level and detail of information that you offer. Of all the “Experts” out there you are quickly becoming a standout.

As for the article itself I would add the following:

1) As tools become available to assist Enterprise in customer relations will they ever be able to move fast enough?

2) As customers voice their opinions (good or bad) are Enterprises held hostage when it comes to addressing them and is this just the way it is?

3) Are businesses in this new digital age having to comply with and give customer service that otherwise used to be ignored or overlooked?

A very appreciative professional,
James Chai

[...] Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of … [...]

[...] Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of … [...]

As an email subscriber to your invaluable blog (site) I am left amazed at the level and detail of information that you offer. Of all the “Experts” out there you are quickly becoming a standout.

As for the article itself I would add the following:

1) As tools become available to assist Enterprise in customer relations will they ever be able to move fast enough?

2) As customers voice their opinions (good or bad) are Enterprises held hostage when it comes to addressing them and is this just the way it is?

3) Are businesses in this new digital age having to comply with and give customer service that otherwise used to be ignored or overlooked?

A very appreciative professional,
James Chai

As an email subscriber to your invaluable blog (site) I am left amazed at the level and detail of information that you offer. Of all the “Experts” out there you are quickly becoming a standout.

As for the article itself I would add the following:

1) As tools become available to assist Enterprise in customer relations will they ever be able to move fast enough?

2) As customers voice their opinions (good or bad) are Enterprises held hostage when it comes to addressing them and is this just the way it is?

3) Are businesses in this new digital age having to comply with and give customer service that otherwise used to be ignored or overlooked?

A very appreciative professional,
James Chai

As an email subscriber to your invaluable blog (site) I am left amazed at the level and detail of information that you offer. Of all the “Experts” out there you are quickly becoming a standout.

As for the article itself I would add the following:

1) As tools become available to assist Enterprise in customer relations will they ever be able to move fast enough?

2) As customers voice their opinions (good or bad) are Enterprises held hostage when it comes to addressing them and is this just the way it is?

3) Are businesses in this new digital age having to comply with and give customer service that otherwise used to be ignored or overlooked?

A very appreciative professional,
James Chai

As an email subscriber to your invaluable blog (site) I am left amazed at the level and detail of information that you offer. Of all the “Experts” out there you are quickly becoming a standout.

As for the article itself I would add the following:

1) As tools become available to assist Enterprise in customer relations will they ever be able to move fast enough?

2) As customers voice their opinions (good or bad) are Enterprises held hostage when it comes to addressing them and is this just the way it is?

3) Are businesses in this new digital age having to comply with and give customer service that otherwise used to be ignored or overlooked?

A very appreciative professional,
James Chai

[...] of SCRM for today’s marketing. And now there is a new report by Altimeter’s notorious Jeremiah Owyang and Ray Wang – Social CRM: The New Rules of Relationship Management. What’s it [...]

[...] I get to the interview;  I wanted to mention the great report put out by The Altimeter Group, this past week. The content of the report includes 18 well described Use Cases for Social CRM. If [...]

[...] I get to the interview;  I wanted to mention the great report put out by The Altimeter Group, this past week. The content of the report includes 18 well described Use Cases for Social CRM. If [...]

[...] in particular ONLINE marketing — email, search, social, mobile, etc — has made huge advances over the past 5-10 years. There are now a wide variety of relatively inexpensive search & [...]

James

1) not right now, but in the future, yes. The ideology is these tools will help companies become more efficient in dealing with thousands of customers –it not millions of prospects and their individual discussions and relationships.

2) Those who participate hold the power. Enterprises, like consumers, must participate to regain power.

3) Yes and no. Bad experiences can no longer be ignored, they simply get published (like the Kevin Smith and South West Airlines incident). The truly sophisticated company will empower their advocates and customers to do the support *for* them. (Use case 11)

Also, thanks for the kind words, I'm fortunate to have a business model that rewards me for the more I give away, the more I get back.

[...] of the authors of this report, Jeremiah Owyang, writes in his blog post on the report that there are three main problems for [...]

James

1) not right now, but in the future, yes. The ideology is these tools will help companies become more efficient in dealing with thousands of customers –it not millions of prospects and their individual discussions and relationships.

2) Those who participate hold the power. Enterprises, like consumers, must participate to regain power.

3) Yes and no. Bad experiences can no longer be ignored, they simply get published (like the Kevin Smith and South West Airlines incident). The truly sophisticated company will empower their advocates and customers to do the support *for* them. (Use case 11)

Also, thanks for the kind words, I'm fortunate to have a business model that rewards me for the more I give away, the more I get back.

James

1) not right now, but in the future, yes. The ideology is these tools will help companies become more efficient in dealing with thousands of customers –it not millions of prospects and their individual discussions and relationships.

2) Those who participate hold the power. Enterprises, like consumers, must participate to regain power.

3) Yes and no. Bad experiences can no longer be ignored, they simply get published (like the Kevin Smith and South West Airlines incident). The truly sophisticated company will empower their advocates and customers to do the support *for* them. (Use case 11)

Also, thanks for the kind words, I'm fortunate to have a business model that rewards me for the more I give away, the more I get back.

James

1) not right now, but in the future, yes. The ideology is these tools will help companies become more efficient in dealing with thousands of customers –it not millions of prospects and their individual discussions and relationships.

2) Those who participate hold the power. Enterprises, like consumers, must participate to regain power.

3) Yes and no. Bad experiences can no longer be ignored, they simply get published (like the Kevin Smith and South West Airlines incident). The truly sophisticated company will empower their advocates and customers to do the support *for* them. (Use case 11)

Also, thanks for the kind words, I'm fortunate to have a business model that rewards me for the more I give away, the more I get back.

James

1) not right now, but in the future, yes. The ideology is these tools will help companies become more efficient in dealing with thousands of customers –it not millions of prospects and their individual discussions and relationships.

2) Those who participate hold the power. Enterprises, like consumers, must participate to regain power.

3) Yes and no. Bad experiences can no longer be ignored, they simply get published (like the Kevin Smith and South West Airlines incident). The truly sophisticated company will empower their advocates and customers to do the support *for* them. (Use case 11)

Also, thanks for the kind words, I'm fortunate to have a business model that rewards me for the more I give away, the more I get back.

Hopefully the answer is obvious but I can't see what are “the 5M's” from the diagram?

Dom

Dom

It's in the report. I also put the diagram on Flickr

http://www.flickr.com/photos/jeremiah_owyang/44...

[...] has just become quite interesting.  The smart folks over at Altimeter  have just released  the 18 Social CRM Use Cases report, which is an important read. This is great work, but also keep in mind the other really [...]

Hopefully the answer is obvious but I can't see what are “the 5M's” from the diagram?

Dom

Hopefully the answer is obvious but I can't see what are “the 5M's” from the diagram?

Dom

Hopefully the answer is obvious but I can't see what are “the 5M's” from the diagram?

Dom

Hopefully the answer is obvious but I can't see what are “the 5M's” from the diagram?

Dom

Dom

It's in the report. I also put the diagram on Flickr

http://www.flickr.com/photos/jeremiah_owyang/44...

Dom

It's in the report. I also put the diagram on Flickr

http://www.flickr.com/photos/jeremiah_owyang/44...

Dom

It's in the report. I also put the diagram on Flickr

http://www.flickr.com/photos/jeremiah_owyang/44...

Dom

It's in the report. I also put the diagram on Flickr

http://www.flickr.com/photos/jeremiah_owyang/44...

Great Stuff Jeremiah! We have reblogged about it on The Foreplay Digital Engagement Blog, in Portuguese. The 5M model/table is awesome. Cheers, congrats for leading the way!

http://www.foreplay.com.br/blog/2010/03/09/soci...

Bruno

[...] New rules of relationship management… [...]

Thanks, Jeremiah.

So useful. One of the greatest tensions I experience is between top down, hierarchical institutions and the free-flowing nature of online conversations. Your tools and charts are really helpful in this area and I hope a lot of brands learn from them.

Thanks for sharing so freely.

Simon Mainwaring

[...] to the gate keepers.  You can find some excellent examples of social media case studies here, here, and [...]

Great Stuff Jeremiah! We have reblogged about it on The Foreplay Digital Engagement Blog, in Portuguese. The 5Ms model/table is awesome. Cheers, congrats for leading the way!

http://www.foreplay.com.br/blog/2010/03/09/soci...

Bruno

Great Stuff Jeremiah! We have reblogged about it on The Foreplay Digital Engagement Blog, in Portuguese. The 5Ms model/table is awesome. Cheers, congrats for leading the way!

http://www.foreplay.com.br/blog/2010/03/09/soci...

Bruno

Great Stuff Jeremiah! We have reblogged about it on The Foreplay Digital Engagement Blog, in Portuguese. The 5Ms model/table is awesome. Cheers, congrats for leading the way!

http://www.foreplay.com.br/blog/2010/03/09/soci...

Bruno

Great Stuff Jeremiah! We have reblogged about it on The Foreplay Digital Engagement Blog, in Portuguese. The 5Ms model/table is awesome. Cheers, congrats for leading the way!

http://www.foreplay.com.br/blog/2010/03/09/soci...

Bruno

Thanks, Jeremiah.

So useful. One of the greatest tensions I experience is between top down, hierarchical institutions and the free-flowing nature of online conversations. Your tools and charts are really helpful in this area and I hope a lot of brands learn from them.

Thanks for sharing so freely.

Simon Mainwaring

Thanks, Jeremiah.

So useful. One of the greatest tensions I experience is between top down, hierarchical institutions and the free-flowing nature of online conversations. Your tools and charts are really helpful in this area and I hope a lot of brands learn from them.

Thanks for sharing so freely.

Simon Mainwaring

Thanks, Jeremiah.

So useful. One of the greatest tensions I experience is between top down, hierarchical institutions and the free-flowing nature of online conversations. Your tools and charts are really helpful in this area and I hope a lot of brands learn from them.

Thanks for sharing so freely.

Simon Mainwaring

Thanks, Jeremiah.

So useful. One of the greatest tensions I experience is between top down, hierarchical institutions and the free-flowing nature of online conversations. Your tools and charts are really helpful in this area and I hope a lot of brands learn from them.

Thanks for sharing so freely.

Simon Mainwaring

Thanks Simon.

We're glad that 'Open Research' is working, we're hearing from vendors and brands that are gearing up for Social CRM that they are applying this framework as a roadmap –we couldn't be more pleased.

Thanks Simon.

We're glad that 'Open Research' is working, we're hearing from vendors and brands that are gearing up for Social CRM that they are applying this framework as a roadmap –we couldn't be more pleased.

Thanks Simon.

We're glad that 'Open Research' is working, we're hearing from vendors and brands that are gearing up for Social CRM that they are applying this framework as a roadmap –we couldn't be more pleased.

Thanks Simon.

We're glad that 'Open Research' is working, we're hearing from vendors and brands that are gearing up for Social CRM that they are applying this framework as a roadmap –we couldn't be more pleased.

Thanks Simon.

We're glad that 'Open Research' is working, we're hearing from vendors and brands that are gearing up for Social CRM that they are applying this framework as a roadmap –we couldn't be more pleased.

Jeremiah, I'm afraid I don't subscribe to your premise. You offer rules of engagement so companies can learn how to put customers first. I assure you that there are not any businesses today that can survive if they have not put their customers first. Furthermore, companies are not likely to use social media unless they can help keep customers or make sales. Consumer companies have found ways to do that. B2B companies are struggling to find ways to do it. I think your Altimeter Report makes an important contribution to companies who want to understand social media better.

Jeremiah

I just realized you often use the term of “social marketing” in this report instead of the “social media marketing”. Is it just because you want to use the same methodology like when you write about “social sales” or “social response”? These last two don't really catch my eye, because these terms have just been recently coined from existing terminology (like social + sales) to create new meaning.
But when you use social marketing it is a different thing, because the original meaning is:

“the systematic application of marketing, along with other concepts and techniques, to achieve specific behavioral goals for a social good.[1] Social marketing can be applied to promote merit goods, or to make a society avoid demerit goods and thus to promote society's well being as a whole. For example, this may include asking people not to smoke in public areas, asking them to use seat belts, or prompting to make them follow speed limits.” (wikipedia).

Anyway I'm just interested, because here where I come from (Poland) we have even a bigger problem in terminology, as we have only one Polish word both for “social” and “community” (when you use it as an adjective) and these are not always the same when you mix them with other words.

Anyway, this report is great. I will study it very carefully.

Hi Jeremiah,

Great material as always!

I work with Bruno here at Foreplay as “the research dude”, and as such I was wondering how you came up with the indexes in the Tech Maturity/Market Demand matrix; Was there a reasonable degree of arbitrariness or did you come up with a multi-attribute structure to gauge and plot each use case? All that is mentioned in the report is how you assigned the upper and lower limits (5 and 0).

thanks for sharing this anyhow.

cheers!

Great article Jeremiah, seeing how much the Internet is changing on a daily basis, also seeing a fantastic group here to learn a wealth of information! Now, time to dig into previous articles, and signing up for webinar, Tks providing this article!

Jeremiah, I'm afraid I don't subscribe to your premise. You offer rules of engagement so companies can learn how to put customers first. I assure you that there are not any businesses today that can survive if they have not put their customers first. Furthermore, companies are not likely to use social media unless they can help keep customers or make sales. Consumer companies have found ways to do that. B2B companies are struggling to find ways to do it. I think your Altimeter Report makes an important contribution to companies who want to understand social media better.

Jeremiah, I'm afraid I don't subscribe to your premise. You offer rules of engagement so companies can learn how to put customers first. I assure you that there are not any businesses today that can survive if they have not put their customers first. Furthermore, companies are not likely to use social media unless they can help keep customers or make sales. Consumer companies have found ways to do that. B2B companies are struggling to find ways to do it. I think your Altimeter Report makes an important contribution to companies who want to understand social media better.

Jeremiah, I'm afraid I don't subscribe to your premise. You offer rules of engagement so companies can learn how to put customers first. I assure you that there are not any businesses today that can survive if they have not put their customers first. Furthermore, companies are not likely to use social media unless they can help keep customers or make sales. Consumer companies have found ways to do that. B2B companies are struggling to find ways to do it. I think your Altimeter Report makes an important contribution to companies who want to understand social media better.

Jeremiah, I'm afraid I don't subscribe to your premise. You offer rules of engagement so companies can learn how to put customers first. I assure you that there are not any businesses today that can survive if they have not put their customers first. Furthermore, companies are not likely to use social media unless they can help keep customers or make sales. Consumer companies have found ways to do that. B2B companies are struggling to find ways to do it. I think your Altimeter Report makes an important contribution to companies who want to understand social media better.

Jeremiah

I just realized you often use the term of “social marketing” in this report instead of the “social media marketing”. Is it just because you want to use the same methodology like when you write about “social sales” or “social response”? These last two don't really catch my eye, because these terms have just been recently coined from existing terminology (like social + sales) to create new meaning.
But when you use social marketing it is a different thing, because the original meaning is:

“the systematic application of marketing, along with other concepts and techniques, to achieve specific behavioral goals for a social good.[1] Social marketing can be applied to promote merit goods, or to make a society avoid demerit goods and thus to promote society's well being as a whole. For example, this may include asking people not to smoke in public areas, asking them to use seat belts, or prompting to make them follow speed limits.” (wikipedia).

Anyway I'm just interested, because here where I come from (Poland) we have even a bigger problem in terminology, as we have only one Polish word both for “social” and “community” (when you use it as an adjective) and these are not always the same when you mix them with other words.

Anyway, this report is great. I will study it very carefully.

Jeremiah

I just realized you often use the term of “social marketing” in this report instead of the “social media marketing”. Is it just because you want to use the same methodology like when you write about “social sales” or “social response”? These last two don't really catch my eye, because these terms have just been recently coined from existing terminology (like social + sales) to create new meaning.
But when you use social marketing it is a different thing, because the original meaning is:

“the systematic application of marketing, along with other concepts and techniques, to achieve specific behavioral goals for a social good.[1] Social marketing can be applied to promote merit goods, or to make a society avoid demerit goods and thus to promote society's well being as a whole. For example, this may include asking people not to smoke in public areas, asking them to use seat belts, or prompting to make them follow speed limits.” (wikipedia).

Anyway I'm just interested, because here where I come from (Poland) we have even a bigger problem in terminology, as we have only one Polish word both for “social” and “community” (when you use it as an adjective) and these are not always the same when you mix them with other words.

Anyway, this report is great. I will study it very carefully.

Jeremiah

I just realized you often use the term of “social marketing” in this report instead of the “social media marketing”. Is it just because you want to use the same methodology like when you write about “social sales” or “social response”? These last two don't really catch my eye, because these terms have just been recently coined from existing terminology (like social + sales) to create new meaning.
But when you use social marketing it is a different thing, because the original meaning is:

“the systematic application of marketing, along with other concepts and techniques, to achieve specific behavioral goals for a social good.[1] Social marketing can be applied to promote merit goods, or to make a society avoid demerit goods and thus to promote society's well being as a whole. For example, this may include asking people not to smoke in public areas, asking them to use seat belts, or prompting to make them follow speed limits.” (wikipedia).

Anyway I'm just interested, because here where I come from (Poland) we have even a bigger problem in terminology, as we have only one Polish word both for “social” and “community” (when you use it as an adjective) and these are not always the same when you mix them with other words.

Anyway, this report is great. I will study it very carefully.

Jeremiah

I just realized you often use the term of “social marketing” in this report instead of the “social media marketing”. Is it just because you want to use the same methodology like when you write about “social sales” or “social response”? These last two don't really catch my eye, because these terms have just been recently coined from existing terminology (like social + sales) to create new meaning.
But when you use social marketing it is a different thing, because the original meaning is:

“the systematic application of marketing, along with other concepts and techniques, to achieve specific behavioral goals for a social good.[1] Social marketing can be applied to promote merit goods, or to make a society avoid demerit goods and thus to promote society's well being as a whole. For example, this may include asking people not to smoke in public areas, asking them to use seat belts, or prompting to make them follow speed limits.” (wikipedia).

Anyway I'm just interested, because here where I come from (Poland) we have even a bigger problem in terminology, as we have only one Polish word both for “social” and “community” (when you use it as an adjective) and these are not always the same when you mix them with other words.

Anyway, this report is great. I will study it very carefully.

Hi Jeremiah,

Great material as always!

I work with Bruno here at Foreplay as “the research dude”, and as such I was wondering how you came up with the indexes in the Tech Maturity/Market Demand matrix; Was there a reasonable degree of arbitrariness or did you come up with a multi-attribute structure to gauge and plot each use case? All that is mentioned in the report is how you assigned the upper and lower limits (5 and 0).

thanks for sharing this anyhow.

cheers!

Hi Jeremiah,

Great material as always!

I work with Bruno here at Foreplay as “the research dude”, and as such I was wondering how you came up with the indexes in the Tech Maturity/Market Demand matrix; Was there a reasonable degree of arbitrariness or did you come up with a multi-attribute structure to gauge and plot each use case? All that is mentioned in the report is how you assigned the upper and lower limits (5 and 0).

thanks for sharing this anyhow.

cheers!

Hi Jeremiah,

Great material as always!

I work with Bruno here at Foreplay as “the research dude”, and as such I was wondering how you came up with the indexes in the Tech Maturity/Market Demand matrix; Was there a reasonable degree of arbitrariness or did you come up with a multi-attribute structure to gauge and plot each use case? All that is mentioned in the report is how you assigned the upper and lower limits (5 and 0).

thanks for sharing this anyhow.

cheers!

Hi Jeremiah,

Great material as always!

I work with Bruno here at Foreplay as “the research dude”, and as such I was wondering how you came up with the indexes in the Tech Maturity/Market Demand matrix; Was there a reasonable degree of arbitrariness or did you come up with a multi-attribute structure to gauge and plot each use case? All that is mentioned in the report is how you assigned the upper and lower limits (5 and 0).

thanks for sharing this anyhow.

cheers!

Great article Jeremiah, seeing how much the Internet is changing on a daily basis, also seeing a fantastic group here to learn a wealth of information! Now, time to dig into previous articles, and signing up for webinar, Tks providing this article!

Great article Jeremiah, seeing how much the Internet is changing on a daily basis, also seeing a fantastic group here to learn a wealth of information! Now, time to dig into previous articles, and signing up for webinar, Tks providing this article!

Great article Jeremiah, seeing how much the Internet is changing on a daily basis, also seeing a fantastic group here to learn a wealth of information! Now, time to dig into previous articles, and signing up for webinar, Tks providing this article!

Great article Jeremiah, seeing how much the Internet is changing on a daily basis, also seeing a fantastic group here to learn a wealth of information! Now, time to dig into previous articles, and signing up for webinar, Tks providing this article!

Insightful, as always. That said, I do want to echo an earlier sentiment – HR/internal comms should be included in a meaningful way. There is a great deal that can be done in terms of utilizing social media to “reflect outward” a brand's employee culture. In my work, this is a critical component in sourcing/identifying potential applicants who will “fit” into a particular organization (think “birds of a feather…”). Additionally, the utilization of social media allows a brand to use its own employees (with some guidance, or “swim lanes”) as quasi-recruiters; bringing an authenticity to the recruitment process that applicants sorely crave.

Thanks again. Always a great read.

Insightful, as always. That said, I do want to echo an earlier sentiment – HR/internal comms should be included in a meaningful way. There is a great deal that can be done in terms of utilizing social media to “reflect outward” a brand's employee culture. In my work, this is a critical component in sourcing/identifying potential applicants who will “fit” into a particular organization (think “birds of a feather…”). Additionally, the utilization of social media allows a brand to use its own employees (with some guidance, or “swim lanes”) as quasi-recruiters; bringing an authenticity to the recruitment process that applicants sorely crave.

Thanks again. Always a great read.

Insightful, as always. That said, I do want to echo an earlier sentiment – HR/internal comms should be included in a meaningful way. There is a great deal that can be done in terms of utilizing social media to “reflect outward” a brand's employee culture. In my work, this is a critical component in sourcing/identifying potential applicants who will “fit” into a particular organization (think “birds of a feather…”). Additionally, the utilization of social media allows a brand to use its own employees (with some guidance, or “swim lanes”) as quasi-recruiters; bringing an authenticity to the recruitment process that applicants sorely crave.

Thanks again. Always a great read.

Insightful, as always. That said, I do want to echo an earlier sentiment – HR/internal comms should be included in a meaningful way. There is a great deal that can be done in terms of utilizing social media to “reflect outward” a brand's employee culture. In my work, this is a critical component in sourcing/identifying potential applicants who will “fit” into a particular organization (think “birds of a feather…”). Additionally, the utilization of social media allows a brand to use its own employees (with some guidance, or “swim lanes”) as quasi-recruiters; bringing an authenticity to the recruitment process that applicants sorely crave.

Thanks again. Always a great read.

Insightful, as always. That said, I do want to echo an earlier sentiment – HR/internal comms should be included in a meaningful way. There is a great deal that can be done in terms of utilizing social media to “reflect outward” a brand's employee culture. In my work, this is a critical component in sourcing/identifying potential applicants who will “fit” into a particular organization (think “birds of a feather…”). Additionally, the utilization of social media allows a brand to use its own employees (with some guidance, or “swim lanes”) as quasi-recruiters; bringing an authenticity to the recruitment process that applicants sorely crave.

Thanks again. Always a great read.

[...] Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of … (tags: business communication crm foursquare management marketing research socialmedia socialnetworking strategy) [...]

[...] media doesn’t scale. You can’t respond fast enough to meet the demand from customers. New report on how you should use social media to connect your customers with existing customer service, how [...]

[...] Jeremiah Owyang [...]

[...] Very interesting read on the future of managing social relationships. Heres is the link to the original article: Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management [...]

Jeremiah, thanks for putting this together with Ray. Great content. These 18 use cases can help align some future standards that are needed in the industry. I just wrote about it for my Latam audience – 18 ejemplos de como usar Social CRM – mi entrada sobre el ebook de Social CRM de Altimeter Group http://ow.ly/1n0TR – from the Latam perceptive these Social CRM use cases need to have some global characteristics since I believe that Social Media is a global initiative in the enterprise and have many local implications. Also companies need to fix their current customer service issues (well, all CRM issues) in order to provide a better experience in all channels, including the Social CRM channels, and last we need to integrate the social channels with all other CRM channels… otherwise we are creating more islands of information.

Thanks again for creating these uses cases!

Jeremiah, thanks for putting this together with Ray. Great content. These 18 use cases can help align some future standards that are needed in the industry. I just wrote about it for my Latam audience – 18 ejemplos de como usar Social CRM – mi entrada sobre el ebook de Social CRM de Altimeter Group http://ow.ly/1n0TR – from the Latam perceptive these Social CRM use cases need to have some global characteristics since I believe that Social Media is a global initiative in the enterprise and have many local implications. Also companies need to fix their current customer service issues (well, all CRM issues) in order to provide a better experience in all channels, including the Social CRM channels, and last we need to integrate the social channels with all other CRM channels… otherwise we are creating more islands of information.

Thanks again for creating these use cases!

Jeremiah, thanks for putting this together with Ray. Great content. These 18 use cases can help align some future standards that are needed in the industry. I just wrote about it for my Latam audience – 18 ejemplos de como usar Social CRM – mi entrada sobre el ebook de Social CRM de Altimeter Group http://ow.ly/1n0TR – from the Latam perceptive these Social CRM use cases need to have some global characteristics since I believe that Social Media is a global initiative in the enterprise and have many local implications. Also companies need to fix their current customer service issues (well, all CRM issues) in order to provide a better experience in all channels, including the Social CRM channels, and last we need to integrate the social channels with all other CRM channels… otherwise we are creating more islands of information.

Thanks again for creating these use cases!

Jeremiah, thanks for putting this together with Ray. Great content. These 18 use cases can help align some future standards that are needed in the industry. I just wrote about it for my Latam audience – 18 ejemplos de como usar Social CRM – mi entrada sobre el ebook de Social CRM de Altimeter Group http://ow.ly/1n0TR – from the Latam perceptive these Social CRM use cases need to have some global characteristics since I believe that Social Media is a global initiative in the enterprise and have many local implications. Also companies need to fix their current customer service issues (well, all CRM issues) in order to provide a better experience in all channels, including the Social CRM channels, and last we need to integrate the social channels with all other CRM channels… otherwise we are creating more islands of information.

Thanks again for creating these use cases!

Jeremiah, thanks for putting this together with Ray. Great content. These 18 use cases can help align some future standards that are needed in the industry. I just wrote about it for my Latam audience – 18 ejemplos de como usar Social CRM – mi entrada sobre el ebook de Social CRM de Altimeter Group http://ow.ly/1n0TR – from the Latam perceptive these Social CRM use cases need to have some global characteristics since I believe that Social Media is a global initiative in the enterprise and have many local implications. Also companies need to fix their current customer service issues (well, all CRM issues) in order to provide a better experience in all channels, including the Social CRM channels, and last we need to integrate the social channels with all other CRM channels… otherwise we are creating more islands of information.

Thanks again for creating these use cases!

Jesus, I will cross link, thanks for this.

Jesus, I will cross link, thanks for this.

Jesus, I will cross link, thanks for this.

Jesus, I will cross link, thanks for this.

Jesus, I will cross link, thanks for this.

Jesus, I will cross link, thanks for this.

[...] Social CRM – The New Rules of Relationship Management Read [...]

[...] I may need to upgrade my @mediatemple account. in reply to adityarao310 12 mins ago « Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management View [...]

[...] studies about social CRM, which is rather a good, thought-provoking read. Jeremiah Owyang, in his blog post announcing the report, says: We know that customers are using these social technologies to share [...]

[...] View full post on Top Social Media Minds [...]

Great article Jeremiah, seeing how much the Internet is changing on a daily basis, also seeing a fantastic group here to learn a wealth of information! Now, time to dig into previous articles, and signing up for webinar, Tks providing this article!

Great article Jeremiah, seeing how much the Internet is changing on a daily basis, also seeing a fantastic group here to learn a wealth of information! Now, time to dig into previous articles, and signing up for webinar, Tks providing this article!

Great article Jeremiah, seeing how much the Internet is changing on a daily basis, also seeing a fantastic group here to learn a wealth of information! Now, time to dig into previous articles, and signing up for webinar, Tks providing this article!

Great article Jeremiah, seeing how much the Internet is changing on a daily basis, also seeing a fantastic group here to learn a wealth of information! Now, time to dig into previous articles, and signing up for webinar, Tks providing this article!

Great article Jeremiah, seeing how much the Internet is changing on a daily basis, also seeing a fantastic group here to learn a wealth of information! Now, time to dig into previous articles, and signing up for webinar, Tks providing this article!

Jeremiah,
Great post, very interesting. The only difference I advocate is…a different name than Social CRM. I know it's industry standard, but… With the wealth of possibilities you demonstrate, the term 'relationship management' becomes obsolete, because in a world where consumers/customers co-create, help improve your products, build your sales as ambassadors, replace (part of) your customer service, the stakes are much higher than managing relationships – they become a core strategic play. I use the term 'End-to-end External Engagement' (E^4) to describe this: ie the ability to truly engage with customers and external partners throughout the value chain and continuously in time. What do you think ?

Jeremiah,
Great post, very interesting. The only difference I advocate is…a different name than Social CRM. I know it's industry standard, but… With the wealth of possibilities you demonstrate, the term 'relationship management' becomes obsolete, because in a world where consumers/customers co-create, help improve your products, build your sales as ambassadors, replace (part of) your customer service, the stakes are much higher than managing relationships – they become a core strategic play. I use the term 'End-to-end External Engagement' (E^4) to describe this: ie the ability to truly engage with customers and external partners throughout the value chain and continuously in time. What do you think ?

Jeremiah,
Great post, very interesting. The only difference I advocate is…a different name than Social CRM. I know it's industry standard, but… With the wealth of possibilities you demonstrate, the term 'relationship management' becomes obsolete, because in a world where consumers/customers co-create, help improve your products, build your sales as ambassadors, replace (part of) your customer service, the stakes are much higher than managing relationships – they become a core strategic play. I use the term 'End-to-end External Engagement' (E^4) to describe this: ie the ability to truly engage with customers and external partners throughout the value chain and continuously in time. What do you think ?

Jeremiah,
Great post, very interesting. The only difference I advocate is…a different name than Social CRM. I know it's industry standard, but… With the wealth of possibilities you demonstrate, the term 'relationship management' becomes obsolete, because in a world where consumers/customers co-create, help improve your products, build your sales as ambassadors, replace (part of) your customer service, the stakes are much higher than managing relationships – they become a core strategic play. I use the term 'End-to-end External Engagement' (E^4) to describe this: ie the ability to truly engage with customers and external partners throughout the value chain and continuously in time. What do you think ?

Jeremiah,
Great post, very interesting. The only difference I advocate is…a different name than Social CRM. I know it's industry standard, but… With the wealth of possibilities you demonstrate, the term 'relationship management' becomes obsolete, because in a world where consumers/customers co-create, help improve your products, build your sales as ambassadors, replace (part of) your customer service, the stakes are much higher than managing relationships – they become a core strategic play. I use the term 'End-to-end External Engagement' (E^4) to describe this: ie the ability to truly engage with customers and external partners throughout the value chain and continuously in time. What do you think ?

[...] Posted by MarketingTypo on Mar 25th, 2010 and filed under Best Practices. You can follow any responses to this entry through the RSS 2.0. You can leave a response or trackback to this entry Pain: Social Media Teams Are Challenged To Respond To the Distributed Conversations I’m starting to get a few briefings and client requests about new technologies that enable social marketers to quickly manage, maintain, and conduct reporting on multiple channels. The issue of lack of scale is resonating with social strategists –as a result, the market is developing new tools that will help them manage them. This is one component of Social CRM, which if you haven’t heard about, please read the report on the 18 use cases of Social CRM. [...]

[...] The 18 Use Cases of Social CRM, The New Rules of Relationship Management « Web Strategy by Jeremiah… [...]

“For companies, real time is not fast enough”
Then why does it take longer than 24 hours for many companies to reply to an email (not using an auto-responder)

“For companies, real time is not fast enough”
Then why does it take longer than 24 hours for many companies to reply to an email (not using an auto-responder)

“For companies, real time is not fast enough”
Then why does it take longer than 24 hours for many companies to reply to an email (not using an auto-responder)

“For companies, real time is not fast enough”
Then why does it take longer than 24 hours for many companies to reply to an email (not using an auto-responder)

“For companies, real time is not fast enough”
Then why does it take longer than 24 hours for many companies to reply to an email (not using an auto-responder)

[...] Group offer us a classic example of how to help your content go viral. Their latest report, “Social CRM: The New Rules of Relationship Management” has been viewed 30,000 times, favorited 200 times, and embedded more than 130 [...]

[...] and Recording) Categories: Altimeter, Social CRM, WebinarPosted on April 9th, 2010 ShareThe Social CRM report by the Altimeter Group is a hit.  Within 30 days it has received over 30,000 views, been touted as [...]

[...] and Marketing Use Cases (Slides and Recording) The Market Took to the Social CRM Use Cases The Social CRM report by the Altimeter Group is a hit.  Within 30 days it has received over 30,000 views, been touted as [...]

[...] . The more I look, the more tools I see that are available. Jeremiahs presentation and post about Use Cases of CRM is a great article for the big picture, the macro. There are many services that provide the tools [...]

[...] track of, since I don’t follow the social media space carefully. He has a great post on the use cases for Social CRM. It’s a great post, with a really solid and information-packed report [...]

[...] community is a step all businesses need to take, and should want to take. I stumbled across a blog by Jeremiah Owyang that lists the ways in which developing a social media strategy can benefit [...]

[...] altimeter ha pubblicato un importante report scritto da ray wang e jeremiah owyang, chiamato social CRM: the new rules of relationship [...]

[...] Social CRM. All of the social data that is now being aggregated to Facebook is the foundation for Social CRM.  As Facebook captures each  ’object’ whether it be a song, restaurant, person, or [...]

[...] Social CRM. All of the social data that is now being aggregated to Facebook is the foundation for Social CRM.  As Facebook captures each  ’object’ whether it be a song, restaurant, person, or [...]

[...] Social CRM. All of the social data that is now being aggregated to Facebook is the foundation for Social CRM.  As Facebook captures each  ’object’ whether it be a song, restaurant, person, or ‘like’ [...]

[...] Analytics Demystified and Altimeter Group It’s just been over a month since we published the Social CRM Research paper (over 36k views on slideshare) and we’re continuing our cadence here at Altimeter Group of [...]

[...] Analytics Demystified and Altimeter Group It’s just been over a month since we published the Social CRM Research paper (over 36k views on slideshare) and we’re continuing our cadence here at Altimeter Group of [...]

[...] In March Jeremiah and Ray Wang of Altimeter published their report on Social CRM: The New Rules of Relationship Management. [...]

Like the free range research approach.

Like the free range research approach.

Like the free range research approach.

Like the free range research approach.

Like the free range research approach.

[...] 先月の「The 18 Use Cases of Social CRM」に続き、Altimeterは本当にいい仕事してくれてます。彼らの「Open Research（レポートはSlideshareやFlickrを使って誰もが利用できるようオープンにする）」という考え方や、情報開示の姿勢は素晴らしいです。 [...]

[...] approaches, there’s a long way to go as social media continue to shift and evolve. So, a 26-page white paper released by Altimeter Group and Web Analytics Demystified, with the input of some of the major [...]

[...] Analytics Demystified and Altimeter Group It’s just been over a month since we published the Social CRM Research paper (over 36k views on slideshare) and we’re continuing our cadence here at Altimeter Group of [...]

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[...] clear business goals that tie directly into what Jeremiah Owyang of Altimeter Group insightfully referred in a special report as the 5Ms and the 18 Social Uses [...]

[...] The Altimeter Group recently produced a framework for Social CRM which has garnered nearly 40,000 views at the time of writing this post, which by the way, is a very good starting point if you are considering a Social CRM initiative. [...]

[...] for why social media will radically change standard CRM practices. You should definitely read the report I mentioned in my earlier post. But in the Social CRM space, there seems to be a lot more attention [...]

[...] They should develop integration tools and integrate their social data with CRM systems (called Social CRM) to create new and unique forms of data that can anticipate customer needs. Facebook users [...]

[...] They should develop integration tools and integrate their social data with CRM systems (called Social CRM) to create new and unique forms of data that can anticipate customer needs. Facebook users aren’t [...]

[...] They should develop integration tools and integrate their social data with CRM systems (called Social CRM) to create new and unique forms of data that can anticipate customer needs. Facebook users aren’t [...]

Very interesting article on Use Cases of Social CRM! We have written a whitepaper on the subject. It can be downloaded here – http://www.intelestream.net/en/whitepapers/the-...

Very interesting article on Use Cases of Social CRM! We have written a whitepaper on the subject. It can be downloaded here – http://www.intelestream.net/en/whitepapers/the-...

Very interesting article on Use Cases of Social CRM! We have written a whitepaper on the subject. It can be downloaded here – http://www.intelestream.net/en/whitepapers/the-...

Very interesting article on Use Cases of Social CRM! We have written a whitepaper on the subject. It can be downloaded here – http://www.intelestream.net/en/whitepapers/the-...

Very interesting article on Use Cases of Social CRM! We have written a whitepaper on the subject. It can be downloaded here – http://www.intelestream.net/en/whitepapers/the-...

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[...] existing systems with a SCRM system” to find out how successful they really are.  Use The Altimeter Research Report on Social CRM to find out about the roadmap, use cases, and vendor short list.  We published it at no-cost under [...]

[...] be to derive signal out of social noise. This is one of the key features in the Social CRM Suite (see Altimeter’s report) and focus on 5Ms to see how this feature fits into mapping, management, middleware and metrics. [...]

[...] Invest in Social CRM systems, while immature now, they will eventually help companies respond in real time –and maybe even anticipate customer need. (read the full report) [...]

[...] companies will cope and for a more complete analysis of that, I suggest Jeremiah’s report on 18 Use Cases of Social CRM. The strategy of how social CRM fits with your sales and marketing CRM strategy is going to take [...]

[...] Social Data Is A Gold Mine Of Customer Intelligence In our recent research report on Social CRM, we studied how companies will use social data to amend existing customer databases. We mapped out [...]

[...] above graphic lists the Social CRM Use Cases (read the full report). Yet shows highlights of insights use cases (orange) which will yield predictive customer [...]

[...] 社会化媒体营销中，很主流的一个说法就是：“社会化媒体的作用是建立关系，而非直接销售。”，想知道如何通过社会化媒体管理你的客户关系，可以看看这篇文章：Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management [...]

[...] above graphic lists the Social CRM Use Cases (read the full report). I’ve highlighted the insights use cases (orange) which will yield predictive customer [...]

[...] further illustrate the re-alignment of a firm’s channels, the Altimeter Group’s findings refine the suggestion of change [...]

[...] social analytics and then social insights vendors, We’ve mapped our a roadmap in our Social CRM report, but expect companies like Crimson Hexagon, Crowd Factory, to be the filter and conduit for advanced [...]

[...] Gartner for being the first of the major research houses (without counting my good friends at Altimeter) that have come out and embraced the concept of Social CRM and laid down some perspective on it. [...]

[...] when I begun to tell my friend about the idea of building out a social CRM, based on the preferences and demographics of these social influencers and their networks of [...]

[...] Social and CRM: How Companies Will Manage Their Social Relationships<br /> Over the last six m… – %extended% [...]

[...] community is a step all businesses need to take, and should want to take. I stumbled across a blog by Jeremiah Owyang that lists the ways in which developing a social media strategy can benefit [...]

[...] 3)Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management [...]

Great information.
Whilst I'm currently in the 'one man band' category developing my company, I get great value from reading your insights into where the industry as a whole is headed, and try to apply this to my own situation.

I know you've mentioned to focus on the specific business goals and which use case to target initially… but as a small startup that wants to scale in the future, can you recommend a tool/s which can integrate a majority of these use cases at an initial low or no cost price, that will grow with me as my client base develops.

thanks

Wonderful stuff

[...] http://www.web-strategist.com/blog/2010/03/05/altimeter-report-t…; [...]

[...] Read Jeremiah Owyang’s blog posting about the Altimeter Group Approach (two-thirds down the [...]

This is a great report! Thank you. It inspired me to do my own nonprofit riff. I'd love to hear your feedback! http://www.smallact.com/blog/social-crm-explained-part-2-nonprofits-have-the-advantage/

[...] Since then, the debate on how to measure has raged on. Why just in the last 6-9 months, Lee Odden (ranked in the SMI as one of the world’s leading social media experts, along with Seth Godin) been researching and reviewing a variety of social media management devices that help with everything from source network connections to campaign & social content management to monitoring & measurement. He’s just released a list of 22 Social Media Marketing Management Tools that are sure to know your socks off. As will Jeremiah Owyang’s list of Social Media Management Systems (SMMS) which he posted after reviewing The New Rules of Relationship Management. [...]

[...] Jerry Owyang di Altimeter una mappa di 18 casi di utilizzo possibili di Social Media all’interno dei [...]

[...] la serie Social Whatever, ecco il Social CRM Il Social CRM o, come qualcuno lo chiama, Social Relationship Management, promette di essere il prossimo approdo per quanti avevano puntato negli scorsi mesi sul Brand [...]

[...] “Social CRM is a means to “understand where, what and which conversations are happening, and how to engage in conversation.” Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management [...]

[...] Social CRM is a means to “understand where, what and which conversations are happening, and how to engage in conversation.” (Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management) [...]

[...] support phone lines when they have woes to solve. Now, expect similar strategies to now use Social CRM technologies (read the report) to first listen to customers where they already are, and respond in real time.  In fact we know of [...]

[...] “Social CRM is a means to “understand where, what and which conversations are happening, and how to engage in conversation.” Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management [...]

[...] support phone lines when they have woes to solve. Now, expect similar strategies to now use Social CRM technologies (read the report) to first listen to customers where they already are, and respond in real time.  In fact we know of [...]

[...] employers name on what they see happening, additionally, many of the vendors we outlined in the SCRM report are also present.  Here’s a selection of some of the more interesting [...]

[...] Jerry Owyang di Altimeter una mappa di 18 casi di utilizzo possibili di Social Media all’interno dei [...]

[...] may be the difference between losing a deal (or not even being aware of it in the first place!) to catching a lead in mid air. This in-context intelligence, presented within the CRM workflow, drives sales productivity and [...]

[...] http://www.web-strategist.com/blog/2010/03/05/altimeter-report-t…; Bookmark It Hide Sites $$('div.d166').each( function(e) { e.visualEffect('slide_up',{duration:0.5}) }); [...]

[...] software, intelligent keyword monitoring and responding to be faster than real time using Social CRM strategies. The true test? sales and marketing are getting leads before the consideration phase, and the [...]

[...] business is trying to catch up – and they haven’t been able to. A great report over at http://www.web-strategist.com discusses this issue. Here are some [...]

[...] 18 use cases of social crm [...]

[...] Group, in March 2010. To read the full report and develop a strategy around Social CRM, go to: http://www.web-strategist.com/blog/2010/03/05/altimeter-report-t…; One third of the increase charitable giving see … Z2 Z2 Systems Systems is the leading [...]

[...] Group, in March 2010. To read the full report and develop a strategy around Social CRM, go to: http://www.web-strategist.com/blog/2010/03/05/altimeter-report-t…; Roaring Penguin Software launches technology Force Atlanta, Inc. Case Study Atlanta Technology [...]

[...] Group, in March 2010. To read the full report and develop a strategy around Social CRM, go to: http://www.web-strategist.com/blog/2010/03/05/altimeter-report-t…; Metrix Introduces New Suite of Services Portales Metrix, field service software company, [...]

[...] Inspire The Socialization of CRM.”  In Brian’s article, a review of an in-depth study by the Altimeter Group titled, “Social CRM: The New Rules of Relationship Management,” [...]

[...] may be the difference between losing a deal (or not even being aware of it in the first place!) to catching a lead in mid air. This in-context intelligence, presented within the CRM workflow, drives sales productivity and [...]

[...] “Social CRM is a means to “understand where, what and which conversations are happening, and how to engage in conversation.” Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management [...]

[...] may be the difference between losing a deal (or not even being aware of it in the first place!) to catching a lead in mid air. This in-context intelligence, presented within the CRM workflow, drives sales productivity and [...]

[...] Over the years as organizations struggled to make sense of the investments they made in CRM, they have been stung by another disruption the  S (Social) word, the customer which CRM as a tool would have helped them manage has gone social , and know organizations have to figure out ways , how to manage a Social Customer, Jeremiah Owyang has shown the various use cases , which summarize the SCRM challenges here. [...]

[...] http://www.web-strategist.com/blog/2010/03/05/altimeter-report-t…; [...]

[...] The 18 Use Cases of Social CRM, The New Rules of Relationship Management [...]

[...] Listen to prospects: Gain professional insights into changes in buyers’ environments Change often triggers more change. As in the TriNet example, certain trigger events, such as leadership changes, new product launches, new office openings or mergers and acquisitions, can lead to buying opportunities for new products or services. While we can observe some of these trigger events through traditional news sources, social media adds an insider’s perspective that helps sales professionals get ahead of the curve. Social insights can mean the difference between losing a deal (or not even being aware of it in the first place!) to “catching a lead in mid air.” [...]

[...] the Speed of Light), it has use cases (the Altimeter Group’s report, released in March 2010, “The 18 Use Cases of Social CRM”). There was even a Social CRM Magic Quadrant released by Gartner in June 2010, where it was [...]

[...] support. Many companies are using this idea for making their CRM social. Jeremiah Owang in his Altimeter report has put together 18 use cases of how brands are using social [...]

[...] to Altimeter Group’s Jeremiah Owyang, social CRM will give businesses a way to really focus on listening to what their customers want [...]

[...] | Etiketter:Social Media Today today | No Comments TweetAccording to Altimeter Group’s Jeremiah Owyang, social CRM will give businesses a way to really focus on listening to what their customers want [...]

[...] Group published an information-packed report on social CRM. Inside the report, they sketched out 18 use cases of social CRM. I found the diagram particularly helpful in figuring out where and how to use social CRM.  So, in [...]

[...] software, intelligent keyword monitoring and responding to be faster than real time using Social CRM strategies. The true test? sales and marketing are getting leads before the consideration phase, and the [...]

[...] the enterprise, hence the larger spend.   Not well understood or known by mainstream companies, SCRM remains a lower line item for average companies, but respectively balloons for advanced companies [...]

[...] Want Accurate Customer Data and Social Data Promises a Gold Mine In our recent research report on Social CRM, we studied how companies will use social data to amend existing customer databases. We mapped out [...]

[...] was going through the research report by Jeremiah Owyang on 18 social CRM use cases and Gaurav Mishra’s post on 10 use cases of online communities. These research reports made [...]

Do you think that with such tools, companies will be able to handle easily thousands of custumers? I think that it’s a bit hard…

[...] http://www.web-strategist.com/blog/2010/03/05/altimeter-report-t…; [...]

[...] http://www.web-strategist.com/blog/2010/03/05/altimeter-report-t…; [...]

[...] http://www.web-strategist.com/blog/2010/03/05/altimeter-report-t…; [...]

It was very interesting article on Use Cases of Social CRM! Your tools and charts are really helpful.
Thanks for sharing!

[...] many other ways to take advantage of customers talking in online venues (see attached diagram from Altimeter Group’s research on SCRM released in March).  Everyone from the industry can tell you that Social Customer Relationship Management (SCRM) [...]

Still a long way to market adoption for Social CRM…

Still a long way to market adoption for Social CRM…

[...] 18 Casos de Uso que Altimeter prevee para Social CRM [...]

[...] community is a step all businesses need to take, and should want to take. I stumbled across a blog by Jeremiah Owyang that lists the ways in which developing a social media strategy can benefit [...]

[...] 18 Casos de Uso que Altimeter prevee para Social CRM [...]

[...] Los 18 Casos de Uso que Altimeter prevee para Social CRM son: [...]

[...] 18 Casos de Uso que Altimeter prevee para Social CRM [...]

[...] http://www.web-strategist.com/blog/2010/03/05/altimeter-report-t…; Tags: distortion, social « Cool Marketing images [...]

[...] tools begins to mature from a pure marketing focus to more of a social business focus, the various use cases of social CRM are gaining more attention from practitioners. In fact, I’m in the middle of reading a book [...]

[...] tools begins to mature from a pure marketing focus to more of a social business focus, the various use cases of social CRM are gaining more attention from practitioners. In fact, I’m in the middle of reading a book on [...]

[...] http://www.web-strategist.com/blog/2010/03/05/altimeter-report-t…; [...]

boundaries in relationships…

[...]Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management « Web Strategy by Jeremiah Owyang | Social Media, Web Marketing[...]…

Hyip Investment…

[...]Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management « Web Strategy by Jeremiah Owyang | Social Media, Web Marketing[...]…

[...] Two walks through 23 use cases of social CRM (based on Altimeter’s 18 social CRM use cases, with a few extras thrown in), dividing them into six [...]

[...] Gartner for being the first of the major research houses (without counting my good friends at Altimeter) that have come out and embraced the concept of Social CRM and laid down some perspective on it. [...]