Inside the Briefcase

IT Briefcase Exclusive Interview: New Solutions Keeping Enterprise Business Ahead of the Game

IT Briefcase Exclusive Interview: New Solutions Keeping Enterprise Business Ahead of the Game

with Sander Barens, Expereo
In this interview, Sander Barens...

IT Briefcase Exclusive Interview: The Tipping Point – When Things Changed for Cloud Computing

IT Briefcase Exclusive Interview: The Tipping Point – When Things Changed for Cloud Computing

with Shawn Moore, Solodev
In this interview, Shawn Moore,...

Driving Better Outcomes through Workforce Analytics Webcast

Driving Better Outcomes through Workforce Analytics Webcast

Find out what’s really going on in your business...

Legacy Modernization: Look to the Cloud and Open Systems

Legacy Modernization: Look to the Cloud and Open Systems

On the surface, mainframe architecture seems relatively simple: A...

Still keeping your hybrid power systems indoors?  It’s time for change.

Still keeping your hybrid power systems indoors? It’s time for change.

Mobile telecommunications network equipment is expected to work without...

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 Financial


IBC 2017

ITBriefcase Comparison Report