One of the requirements of a true Social CRM system is the ability to do social lead generation.  While traditional lead generation can take a variety of forms  (marketing campaigns, purchasing lists, etc.), Social lead generation involves utilizing social networks to get better targeted leads.  This can take many forms:

Targeted Facebook ads
Searching for users who [...]

A Company’s website is not often looked at when implementing a CRM solution or CRM processes, but it represents a major facet of the relationship that a company has with its customers.  The website is the public face of every company, and represents a major entry point to customer communications and relationships.  Yet the corporate [...]

Salesforce.com has recently put an emphasis on a new paradigm, knowledge as a service, which relies heavily on social CRM, and has positioned its corporate vision towards that end.  Yet, as has become commonplace focus is on brand-related solutions that are fit for the enterprise, but does nothing to touch on sCRM for the SMB [...]

Ginger Conlon at 1to1 Media recently touched upon the coming wave of Mobile e-Commerce. It is a logical next step in a world that is becoming increasingly mobile, and a mobile world where the technology is making leaps forward in the area of applications delivered to mobile devices, specifically SmartPhones.  The next generation of [...]

Ian Hendry, CEO of WeCanDo.biz, recently had a post over at ZDNet regarding Social CRM for small businesses.  Hendry’s thesis is that most of the discussions surrounding SCRM involve distributed brand management.  While important for medium and small sized businesses, Hendry argues, the strategy has the danger of leaving small businesses behind.  Hendry argues that [...]

Reader John Moore, in a comment on my Social CRM Must Be Social post yesterday, pointed me to Paul Greenberg’s ZDNet post from earlier this week in which he put a stake in the ground, and declared that he was no longer going to engage in the debate on what the definition of Social CRM, [...]

Social CRM envisions a company interacting with its customers, and providing what can be perceived as casual interactions between a company and its customers.  The interactivity involved is crucial in implementing an effective social media strategy, and ignoring that facet of social media misses the point entirely.  All too often, I have seen companies implement [...]

I came across this post on returning to “Old Fashioned” customer service, and focusing on the customer.  An example given in this post was a new initiative at Macy’s that had cashiers keeping a notebook of suggestions, comments, and complaints that were given by customers.  The argument being presented is that old fashioned customer service [...]

There is more to CRM 2.0 than just the social aspect.  Sure, social media is all the rage, and as I’ve stated, it is the future of CRM.  Yet it is important that we don’t get too locked into the social revolution that we neglect the other opportunities presented to the evolving state of CRM.  [...]

The general consensus is that Social CRM is the future of CRM, yet there exists little consensus on what this means.  It is very easy to jump on a bandwagon such as Social CRM without any thought to a plan and analytical data.  Analysts say that engaging in Social CRM will produce huge dividends nad [...]

New CRM implementations will often focus on Sales and Support (in that order).  As an outgrowth of this (or perhaps as its cause) CRM software solutions tend to focus heavily on these two areas, often downplaying one of the most critical components of CRM, marketing.  Marketing is truly the neglected child of CRM, and marketing [...]

Well, this is the traditional “Hello World!” post that every blogger has ever written, so I may as well follow tradition and write my own.  CRM Bytes is a blog dedicated to exploring the concept of Customer Relationships, and applying technology to aid in gaining and retaining customers.  CRM is traditionally thought of as a [...]