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Oct

2009

Would You Manage CRM with a Wiki?

"In the recent Gartner Social Software Hype Cycle, analyst Anthony Bradley introduced a new category, Activity-Specific Social Applications:

“As social software implementations mature, application patterns are evolving, and the software industry is responding with activity-centric social application offerings rather than with generic social software capability suites. Delivering a targeted social solution with a general purpose social tool (such as wikis and blogs) can involve significant development, configuration, and templating effort.”"

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crm socialcrm enterprise2.0 behaviors socialcomputing businessactivities gartner socialmediahype

Bradley has identified the next opportunity in enterprise social social software. Integrating the valuable characteristics of social software into the in-the-flow activities that make up our days.
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- People [who fail] don’t integrate CRM into the other parts of their business or implement CRM as a stand-alone and don’t have it communicate with core systems. A bigger and more frequent stumbling block is forgetting to address the people issues around a CRM implementation. In almost all of the cases we described earlier, CRM is a behavior modification tool.

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