Jeremiah Owyang and R “Ray” Wang of Altimeter Group have published Social CRM: The New Rules of Relationship Management. This should answer a lot of questions companies may have about utilizing social media in a pragmatic way.
The subtitle is 18 Use Cases That Show Business How to Finally Put Customers First, and the purpose of the study is to help companies find an “organized approach using enterprise software that connects business units to the social web – giving them the opportunity to respond in near-real time, and in a coordinated fashion.”
Owyang writes: “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 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.”
The full report is below:
