Social CRM and Enterprise 2.0 Convergence
A maturing Enterprise 2.0 market marks a path towards deeper integration of social applications.
One area that appears to be accelerating towards deeper social software integration is customer engagement and the world of CRM. This InformationWeek story looks at Enterprise 2.0 and Social CRM, and the path towards deeper integration of social and collaborative applications with pre-existing business work flows and applications.
"Debates continue on whether legacy apps will evolve enough to provide this collaborative functionality baked into the work flows they support or whether a new category of enterprise software will establish a platform agnostic social application layer that will cut across and intersect with multiple existing applications. In either case, one area that seems to be accelerating towards deeper social software integration is customer engagement and the associated world of CRM.
"In fact, Paul Greenberg, author of the best selling book CRM at the Speed of Light, 4th edition, has been addressing this lately and will be sharing his thoughts on Enterprise 2.0 and Social CRM convergence during his keynote address at the upcoming Enterprise 2.0 Conference in November. Paul is the authority on CRM, often referred to as 'The Godfather of CRM' and his book is referred to as 'the bible of the CRM industry' so when Paul talks... people listen."