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Bertrand Duperrin's Library tagged capability →  View Popular, Search in Google

Sep
19
2011

I think trying to define something is a very good exercise to understand what you are dealing with or what you are trying to do it for. It also helps to communicate internally. And regardless of what many say, I don’t think there are enough definitions of (Social) CRM, at least not good ones.. But that is a personal opinion, not relevant to today’s post.

wimrampen.com/...w-about-social-crm-definitions
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socialcrm process strategy philosophy mindset capability technology practices performance customer relationship

  • I think trying to define something is a very good exercise to understand what you are dealing with or what you are trying to do it for. It also helps to communicate internally. And regardless of what many say, I don’t think there are enough definitions of (Social) CRM, at least not good ones.. But that is a personal opinion, not relevant to today’s post.

    • Regardless of the definition you’ll read or try to tweak, it will be one that fits into the following 6 (valid and viable!) concepts of CRM:

       
         
      1. (Social) CRM as a process (or function)
      2. (Social) CRM as a strategy
      3. (Social) CRM as a philosophy (or mindset or logic)
      4. (Social) CRM as a (cap)ability
      5. (Social) CRM as a technology
      6. (Social) CRM as a practice (or as practices)
        7.  
       

      OR, as a combination of all or some of the above concepts, in a non-alphabetical order.

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May
31
2011

"In this post, I want to step back a bit and ask a more existential question: should you even be using SharePoint 2010 for your collaboration platform in the first place?


To answer this, we need first to compare SharePoint to the other options out there for enterprise collaboration, i.e., best-of-breed, purpose-built social computing platforms, like Jive, Lotus Connections or Socialtext. Then, we need to look at what kind of collaboration you’re planning on doing, because that’s really what should drive your decision to use a given tool.
"

www.cmswire.com/...-collaboration-tool-010689.php
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sharepoint enterprisesocialsoftware collaboration capability

  • But leaving aside what you might or might not need, the fact is, most purpose-built social computing platforms provide a good portion of these (in different combinations depending on product), while SharePoint 2010 addresses only about 75% of the capabilities presented in this stack, as Figure 3 shows.
  • SharePoint_IsItWorthUsingAsACollaborationTool_Figure3.jpg
Jul
20
2010

"The "Measuring the Value of Social Software" white paper focuses on helping organizations answer the question:

How can we determine if our social software initiatives are successful and are providing the anticipated return on technology investment?

This white paper looks at how to measure the effectiveness and value of a social software initiative, what tools are available to capture key metrics, and what to take into consideration when establishing a measurement approach. "

lotusconnectionsblog.com/...g-the-value-of-social-software
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ibm socialnetworks measurement activity ROI framework vitality capability value businessvalue KPI KVI

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