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on August 29, 2009 at 4:58:12 am

Welcome to the CRM 2.0 Wiki


refpowaThis wiki is here to gather the most forward thinking minds in the CRM and CEM (for the lack of better terms) communities to come up with a community created definition of CRM 2.0 (aka Social CRM) - with the purpose of providing a service to the CRM/Customer experience communities themselves and the customers and companies who have historically spent inordinate time trying to extract some definition of either CRM or CEM or where each fits in the pantheon of the other.


Social, economic, political environments all participate in driving change, and of course all contributed to CRM 2.0. Never before, methinks, has the external environment been one where we are pushed so hard by an external tsunami, as we are today. That wave- $$! Never before have customers and suppliers, buyers and sellers, external and internal drivers, suffered such a wind of change. I'm astounded that there isn't a broader effort to focus on "how to talk to customers in financial terms" within our definition of 2.0. In today's environment, economics-personal, environmental, cost-to-serve from a suppliers POV, are all at the forefront of decision making. Well, let me restate that-SHOULD BE-because somewhere in every cracking synapse of a decision made, the economic impact of that decision is a driver as never before. Maybe it's part of "value", but maybe so distinct in today's and our future world to warrant a different view. Tough to define a hierarchy of what's most important in a definition, but tough to leave out this obvious top of mind issue.


"Classic" CRM is no longer viable - a one dimensional corporate interaction that provides processes, services and technology to the customer facing departments - sales, marketing and customer service. It is time to recognize that there is a customer ecosystem (or is there, participants?) that provides empowered customers who are increasingly interested in making their own choices in how they interact with companies that they do business with. That means that not only does the company need to provide the goods and services, but the tools and culture to make the experience of that customer one of paramount and unparalleled value to that customer and thus to the company in return.



3 Year Review (Axel Schultze) [Paul feel free to place this on another spot in the wiki]

The CRM 2.0 initiative is coming into the years. I believe we started in 2005, 3 years ago. Customer Relationship Management or whatever we call it is still a management tool that discusses internal processes, data silos, integration and all the things our good ol' technology part of our brain is thinking. But I feel this group is making a major contribution to the awareness of change. I had several heated discussions in the last months about the future of sales in general. And when sales is in question, their tools are too. Social Media changed the world - even our political system gets a major boost with that change. So I came to the conclusion that what Paul Greenberg, the father of this wiki and the CRM 2.0 initiative brought up 3 years ago: “CEM” Customer Experience Management is what after all I'd like to advocate. Yes, introducing a new term is tough, let go from a so used to and after painful years finally understood tool and behavior is hard, change is what most are afraid of and to start all over is risky and painful. But I really like to consider and would wholeheartedly support: CRM is not dead but no longer the prefered tool for the next generation sales people or their respective managers - CEM is where the next generation needs to go.

CRM 2.0 IS “CEM”. I posted a CEM page here.






The Way This Works

First, each invited member of this wiki is expected to contribute something to the discussion. The idea is to come out with a definition of CRM 2.0 that will be pretty much universally accepted by the CRM community and a repository of data, documents, videos, audio and other sources of knowledge that will support the discussion and definition. Hopefully this will remain a repository for all that and there will be serious participation in this thing. If not, its our own fault if the same confusion that existed during the era of CRM 1.0 remains. 


So lets get to work.  And enjoy this ride. 


There are multiple pages to add to or create a page of your own if you're a contributor. If just reading, then travel around the various libraries and feel free to read or watch or hear the different sources of knowledge and discussion.


Wanna see the pages? Click on the "Click Here" button below and view what's available. An FAQ will be along in a few days to explain how to use this wiki


Consider this a call to thought and action that will lead to successful relationships between you and your customers; or, if you're a customer, between you and the companies that you've chosen to do business with.



Have a great time!


ANNOUNCEMENT!! 3/27/2008

We are including a new page that will allow you to indulge in your wildest Social CRM a.k.a. CRM 2.0 fantasies. Its a forum page and you can create any topic on it that isn't somewhere else in the wiki and set up a place to go talk about it. It can be about current CRM 2.0 or even traditional CRM if you want. Go wild. Indulge. Feel luxurious in the quality of the knowledge you are transmitting from those highly active cranial cavities. Find it here.



ANNOUNCEMENT!! 9/29/08  

We just transitioned crm20.pbwiki.com to the latest version of PBwiki. This wiki will no longer use a wiki-wide invite key  - instead all you need to do is click edit to gain access.You will then be asked to log into your PBwiki account. If you have a personal PBwiki account, log in with that information.  Otherwise you will need to create an account your email address and a personal password.     




REMEMBER - No more wiki-wide invite key - you have to create your own password.

If you have questions you can contact PBwiki support by clicking here."


Current Discussions



Upcoming CRM2.0-Related Events


Knowledgebase Pages


Other Pages 


Administrative Docs



Additionally, here is a tour that PBWiki provides so you can see how to navigate and create with this wiki.








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