Inside the Briefcase

Gartner IT Sourcing, Procurement, Vendor and Asset Management Summit 2018, September 5 – 7, in Orlando, FL

Gartner IT Sourcing, Procurement, Vendor and Asset Management Summit 2018, September 5 – 7, in Orlando, FL

Register with code GARTITB and save $350 off the...

Infographic: The Three Pillars of Digital Identity: Trust, Consent, Knowledge

Infographic: The Three Pillars of Digital Identity: Trust, Consent, Knowledge

8,434 adults were surveyed to gauge consumer awareness of...

FICO Scales with Oracle Cloud

FICO Scales with Oracle Cloud

Doug Clare, Vice President at FICO, describes how Oracle...

Is Your Enterprise IT the Best It Can Be?

Is Your Enterprise IT the Best It Can Be?

Enterprise IT is a driver of the global economy....

The IoT Imperative for Consumer Industries

The IoT Imperative for Consumer Industries

This IDC white paper examines current and future...

Oracle Hopes to Bring More Sales Focus to Social CRM

March 21, 2011 No Comments

One of my favorite points made by Bertrand Duperrin in a blog post on social CRM (SCRM) I cited in my own post titled Social CRM Moves Focus from “Management” to “Relationship” was that SCRM occurs not just on Facebook or other social channels but also over the phone or in person, in any interaction where customers are treated as stakeholders. That’s easy to forget, as most SCRM discussions focus on social channels.

While social media is becoming an important channel for customer conversation, plenty of information is still conveyed via the old-fashioned channels mentioned by Duperrin. And guess what? They still trump social channels in some ways, not the least of which is the more direct nature of the communication.

Read more of Ann All’s blog post

Blogs, Featured Blogs

Leave a Reply

(required)

(required)


ADVERTISEMENT

Gartner IT Operations

SuperCharge Your Cloud

American CISO

IBC 2018

ITBriefcase Comparison Report







We have updated our Privacy Policy. Click here to preview.