Reading (and recommending)'Breathe Social': The New Rules of Relationship Management, another view of Altimeter recent report

Despite the proverbial

via ‘Breathe Social’: The New Rules of Relationship Management.

Despite the proverbial “the customer is always right,” the relationship between the customer and the company has long been organized for the benefit of the latter. But the ability for companies to completely control this relationship has disappeared.

Social CRM: The New Rules of Relationship Management, a report from the Altimeter Groupreleased earlier this month, serves to help companies and organizations understand the changing territory. The report offers a thorough framework with which companies can strategize their adoption of social CRM projects.

Based on research with companies who have pioneered an embrace of social technologies for relationship management, the report lists 18 use cases that serve as entry points for social CRM efforts. These include social customer insights (tracking customers’ preferences via social media sites like Facebook), rapid social marketing response (defending the brand in real-time), and crowdsourced R&D (eliciting real-time feedback to enhance innovation).

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• Reading @The Social Organization: Defining Social CRM – Altimeter’s Take (fredzimny.wordpress.com)
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• Defining Social CRM – Altimeter’s Take (thesocialorganization.com)
• Customers Ignite a New Era of CRM (socialmediatoday.com)

[Via http://fredzimny.wordpress.com]