There has been some great content posted to the Web over the past few weeks discussing the definitions of industry terms that are increasingly being used, such as CRM 2.0, Social CRM and Sales 2.0, but whose meanings are still evolving. As a company that aims to deliver many of the benefits recognized in these emerging industries, we found it particularly interesting to hear from some of the experts in the field about what these new terms mean to them.

1to1 Media recently posted a very thoughtful discussion among three experts on Social CRM (sCRM), which discusses the strategies and conceptual framework behind the emerging sCRM market. The conversation is between Bill Band of Forrester Research, Brent Leary of CRM Essentials, and author Paul Greenberg, all of whom bring great insights into where Social CRM is headed and what it means for businesses today. Give it a listen here.

As evidenced by this discussion, there is a lot going on now in the field of sCRM, but it is also an industry that will continue to grow and mature. Russ Mayfield recently noted on the Socialtext blog “When it comes to sCRM, we have only discovered the tip of the iceberg.” In this post, Russ also gives a very interesting overview of Web 2.0’s evolution, which has driven much of the sCRM movement. He references Eric M. Johnson of the State Department’s Office of eDiplomacy who was quoted as saying that the State Department had shifted from a  “need to know” to a “need to share” culture”, and thus had created a Wiki community post-911. In many ways this quote also sums up how people at large have begun to approach information sharing differently with the advent of Web 2.0 technology.

While our culture has become increasingly driven to share information on the Web, the result is more organized and unorganized data being available to us than ever before. The core issue is how does one efficiently find the information that they need? That challenge is what we are focused on. No matter what industry term our technology falls under, at the end of the day we want our users to remember us as giving them the ‘right’ up-to-date information at the ‘right’ time.

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