Sneak Peek – CRM 5.0? January 19, 2009
Posted by Shikhar Agarwal in Moosings.Tags: Enterprise CRM
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Here is an interesting blog around features in CRM 5.0 by Stefano Demiliani. Even though CRM 5 features are subject to change, this blog is worth checking out:
http://demiliani.com/blog/archive/2008/11/11/6526.aspx
Enjoy while the blog lasts!
CRM 2.0? August 7, 2008
Posted by Shikhar Agarwal in Moosings.Tags: CRM 2.0, Enterprise CRM, Web 2.0
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Web 2.0, at its core, is about the ‘power of community’. While not yet part of traditional business applications, it can usher in a paradigm shift in many industries. If you take the concepts of social computing and apply to the world of CRM, results can be very fascinating.
Think of this one scenario – traditional customer self service models used to be about exposing technical knowledge to the users to enable self service. This model was revolutionary when introduced will most likely be considered static and boring today. Most likely, it did not truly engage your customers – do you even know if the article actually helped them? Was the article easy to use or could it be improved? Did the users found out a better and simpler method to fix the problem?
In a CRM 2.0 world, it is not only about solving the problem (final destination) but also about how you got there (the journey). So think of a new way of doing customer service – a customer using your article can comment on its validity, update your knowledge base and even initiate discussion within the community around the lessons learned. All this at not really any cost to you?
I will like to compile and share many much ideas around CRM 2.0 in days to come. What are some of the paradigm shifts you have seen or come across? Please share!
