The Ultimate Social CRM Resource Guide – 1st Edition

Yesterday morning at Gartner’s CRM conference, it was said that Social CRM will be a $1 Billion market by 2011. (That’s right around the corner folks).

All of a sudden, there is a lot of noise in the marketplace about Social CRM. In a sure sign that Social CRM is racing towards the mainstream, Chris Brogan even recently named Social CRM as one of the three hottest trends to look for in 2010.

Below are the best resources to get you up to speed on Social CRM as quickly as possible, and capture first mover advantage in your market niche.

Number One:
Start Here: The Author of the “CRM Bible”, Paul Greenberg, recently authored what will soon be known as the “Social CRM Bible” in his 4th edition of CRM at the Speed of Light. Spending $20 and a bit of time in this treasure will go a long way towards helping your organization embrace the opportunities emerging now and in the future.


CRM at the Speed of Light - 4th Edition

Want to know who Paul reads and listens to? Check out his recent blog post on “Social CRM: The Conversation” on ZDNet – “Following on More than Friday: The Ones who teach me”

Number Two:
This one is a must read and there is plenty to chew on and ponder how these changes will effect your business. Graham Hill’s – A Manifesto for Social Business outlines 15 key mega-themes of changes happening to the corporate landscape and how businesses must evolve. Take note. This is almost too much insight for just one blog post and triggered some great back channel discussion between many of us several months ago.

Number Three:
A great list of conversations and posts from the Social CRM Accidental Community who have been actively participating in the seminal discussions of Social CRM “industry” for the past 18+ months. This list has been largely curated by Prem Kumar Apraranji. This is a great resource list in and of itself.

Number Four:
Mitch Lieberman, Jacob Morgan, and Connie Chan did a nice job on their recent white paper, Chess Media Group’s “Guide to Understanding Social CRM”, which speaks about the evolution of CRM to Social CRM, and how corporations should look to adjust their business model(s) to engage with the Social Customer.

Guide to Understanding Social CRM

Number Five:
Jeremiah Owyang and Ray Wang of the Altimeter Group did a fantastic job bringing structure to a fragmented conversation and laying the framework for assessing where the market opportunities are now, and where they’ll be as we journey forward. Use this document to frame your conversations about leveraging Social CRM tools in your organization. Where will you start, and what are the greatest opportunities for your organization now and in the future?

Number Six:
Ready to start looking at vendors? Jim Berkowitz has assembled a comprehensive list of Social CRM vendors broken down by their specialty. Start your vendor research here.

Best Damn Social CRM List Ever

I have a thought or two, too!

If you are interested in reading some of my musings, click here for some of my articles on the topic of Social CRM

Join the Social CRM conversation


Want to join the real time conversation as it happens?

Here are a few ways to participate:

1. On Twitter

Follow the #scrm hashtag.

Looking for a list of people to follow on Twitter? Here are a few places to look.

2. Social CRM Pioneers Group
Get involved in the Social CRM Pioneers discussion group

3. Share your thoughts below or send me a private note

Have some other suggestions for the list? Please feel free to add them below.

Oh, and if you found value in this post, don’t forget to tell your friends!

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CRM Magazine Announces 2009 CRM Market Awards (Social CRM gaining ground)

This morning, CRM Magazine released their 2009 CRM Market Awards to be announced at the CRM Evolution Conference.

Somewhat surprising recipients appear in the area of Rising Stars include Google, Facebook, Lithium Technologies, and Visible Technologies – internet and social media platforms. In addition to traditional CRM leaders Marc Benioff and Anthony Lye, more social and traditional media stars showed up in the Influentials category including Chris Brogan, Guy Kawasaki, Tony Hsieh, Tim O’Reilly, Jeremiah Owyang, and Ross Mayfield.

One key takeaway for me is this high profile validation of the rapidly merging worlds of Social Media and CRM – recently officially named Social CRM.  Please join the conversation on Twitter by using the #scrm hashtag.

CRM Magazine Announces Winners of 2009 CRM Market Awards

Companies, Customers, and Industry Visionaries Honored for Successes in the CRM Marketplace over the Previous 12 Months

NEW YORK–(BUSINESS WIRE)–CRM magazine, the industry’s leading publication, announced the winners of its 2009 CRM Market Awards here today, in conjunction with the magazine’s CRM Evolution 2009 conference.

With its eighth annual CRM Market Awards, CRM magazine honors the vendors, consultants, and end-user companies that focus on customer relationships and the customer experience through the sophisticated integration of people, processes, and technologies. In each of 10 categories, the magazine named one Market Winner, denoting the highest score compared to its peers. Each category also produced four Market Leader awards and “One to Watch.”

“To stay competitive in a challenging economy, companies must come up with innovative ways to improve their customer relationship efforts. This is exactly what the recipients of the 2009 CRM Market Awards have done,” said David Myron, CRM magazine’s editorial director. “Congratulations to this year’s award recipients for their achievements over the last year. May their CRM efforts continue to succeed.”

Recipients were determined through an extensive three-month process and a proprietary rating formula that involves industry analysts, financial and corporate information, product and functionality assessments, and scores reflecting customer satisfaction.

* Enterprise Suite CRM — Winner: Salesforce.com
Leaders: Microsoft, Oracle, RightNow Technologies, SAP
One to Watch: NetSuite
* Midmarket Suite CRM — Winner: Salesforce.com
Leaders: Microsoft, Oracle, RightNow Technologies, Sage
One to Watch: NetSuite
* Small-Business Suite CRM — Winner: Salesforce.com
Leaders: Maximizer Software, NetSuite, Sage, Zoho
One to Watch: SugarCRM
* Sales Force Automation — Winner: Salesforce.com
Leaders: Microsoft, Oracle, RightNow Technologies, SAP
One to Watch: NetSuite


* Incentive Management
— Winner: Xactly
Leaders: Callidus Software, Merced Systems, Synygy, Varicent Software
One to Watch: Makana Solutions
* Marketing Solutions — Winner: SAS Institute
Leaders: Alterian, Eloqua, Silverpop, Unica
One to Watch: Marketo
* Business Intelligence — Winner: IBM’s Cognos Software
Leaders: Information Builders, Oracle, SAP BusinessObjects, SAS Institute
One to Watch: Microsoft
* Data Quality — Winner: SAS Institute’s DataFlux
Leaders: IBM Information Integration Solutions, Informatica, SAP, Trillium Software (Harte-Hanks)
One to Watch: Pitney Bowes Business Insight
* Open-Source CRM — Winner: SugarCRM
Leaders: Compiere, Concursive, SplendidCRM, xTuple
One to Watch: vTiger
* Consultancies — Winner: Deloitte
Leaders: Accenture, Capgemini, Hitachi Consulting, IBM Global Business Services
Ones to Watch: Appirio and Bluewolf

Eight members of the CRM community were named by the magazine as 2009 Influential Leaders: Marc Benioff, cofounder, chairman, and chief executive officer at Salesforce.com; Chris Brogan, president of New Media Labs and social media thought leader; Tony Hsieh, chief executive officer at online-retailing trailblazer Zappos.com; Guy Kawasaki, author and cofounder of aggregation site Alltop; Anthony Lye, senior vice president for CRM at Oracle; Ross Mayfield, chairman, president, and cofounder at collaboration specialist Socialtext; Tim O’Reilly, founder and chief executive officer at publisher and event producer O’Reilly Media; and Jeremiah Owyang, a senior analyst at Forrester Research.

The magazine also named six Rising Stars for the year, including nontraditional CRM players such as social networking behemoth Facebook and search-engine giant Google; information-from-the-cloud upstarts InsideView and Jigsaw; Lithium Technologies, a community-platform provider; and Visible Technologies, which offers brand monitoring and social media analysis.

Lastly, the magazine named four customer implementations as winners of its CRM Elite Award: ISS Belgium, for a large-scale Microsoft Dynamics CRM rollout; NBC Universal, for a sales and marketing effort using Salesforce.com; ShipServ, for its holistic use of Marketo, Salesforce.com, and social media; and Wrigleyville Sports, for its NetSuite e-commerce success.

The 2009 CRM Market Awards are being presented at the CRM Evolution 2009 conference at the Marriott Marquis in New York (http://www.destinationCRM.com/evolution). An expanded version of the results have been published in the September 2009 issue of CRM magazine—available in print and, as of September 1, 2009, in digital NXTBook format (http://www.nxtbook.com/nxtbooks/crmmedia/crm0909/index.php) and online at http://www.destinationCRM.com.

About CRM magazine

CRM magazine is the leading publication of the customer relationship management industry, covering sales, marketing, customer service, and strategy. The magazine also administers and hosts the annual CRM Evolution conference. Each of these properties is designed to serve customer-centric business initiatives, and leaders who recognize CRM as a key strategy for creating enhanced customer value in any industry. For more information about the magazine, its editorial calendar, or CRM in general, please visit us on the Web at http://www.destinationCRM.com, or on Twitter at @CRM (http://twitter.com/CRM) and @destinationCRM (http://twitter.com/destinationCRM). The destinationCRM Web site (which is updated daily) and the monthly magazine are properties of CRM Media, a division of Information Today, Inc.