socialmedian: Defining Social CRM: Networking Business Processes

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Defining Social CRM: Networking Business Processes « Alchemy of Change

Submitted by Gregbd from Google Reader

Nov 08, 2009

Summary

Social CRM is about exposing those business processes not just to employees, but also to the customers themselves. I’m not just talking about self service processes here though I would argue that is an important step on the way to sCRM. What marks the shift to sCRM, in my opinion, is when customers begin using the tools to extend the organization’s business processes in ways that interact with others.