I recently talked about the exciting developments in the social CRM space and the paper by Altimeter Group. Below is a baseline view of the major components of Social CRM and good advice on how to achieve best results. As the paper mentions, monitoring is where everything starts. Mapping identities between social networks and business-owned customer databases remains a big challenge and the topic deserves several posts by itself.
Management is where innovators and pioneers of social media are busy creating solutions today. I’ll write more on how MutualMind is tackling this problem in a later post. Middleware is an area dominated by large vendors and this is an area which needs to open up further. Measurement used to be the domain of Business Intelligence vendors but it has to be complemented with the social media analytics such as provided by MutualMind.