Social CRM Question <ul><li>Does Social CRM replace or augment the relationship aspects of CRM? </li></ul><ul><li>Leigh Dow IT Toolbox 9/9/2010 </li></ul>
CxC MATRIX Social CRM from the Customer’s Perspective Social CRM Social CRM
CxC MATRIX = CRM CRM defined from customer’s perspective using every possible customer contact with a product, service, brand, affiliate, community. Axis: customer life stages x customer defined channels
Social CRM CxC Matrix Social CRM has always existed as part of CRM since the first customer recommended or criticized or described their customer experience to the second potential customer or tribe. What is new or enhanced is the breadth and speed of new social networks enabled by technology, various measurement and message management tools.
Customer Strategy Executive Michael R Hoffman [email_address] http://www.linkedin.com/in/mrhoffman http://it.toolbox.com/blogs/think-like-a-customer/ [email_address] http://www.amazon.com/Michael-R.-Hoffman/e/B003C0M7JM/ref=ntt_athr_dp_pel_1 http://twitter.com/mrhoffman