Welcome to the CRM 2.0 Wiki

 

 

This wiki is here to gather the most forward thinking minds in the CRM and CEM (for the sake of better terms) communities to come up with a community created definition of CRM 2.0 - 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.

 

 

"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.

 

 

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.

 

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.

 

 

 

 


Page Information

  • Changed 5 months ago [show history]
  • View page source
  • You're not logged in
  • Recent comments:
    Paul Greenberg:All of what Ted says is absolutely right. The only additional factor to take into account is that what was the enterprise value chain is now extended to include all the internal departments, business partners, vendors and suppliers and most importantly, the customers - as part of the strategic planning group and the executors.
    Anonymous:When we are thinking definition surrounding CRM 2.0, we should think through user acceptance and adoption of tools, processes, etc. Also, is one particular industry more "ripe" to be a leader in deploying CRM 2.0...... will one geographic region of the world/population embrace this more quickly? what type of organizational competencies are needed for success in this space? where do these competencies exist in a company's organizational heirarchy......strategy, marketing, IT, individual business units? Just a few thoughts from a different angle on the definition.
  • No tags yet learn more

Wiki Information

Recent PBwiki Blog Posts