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Social CRM and Analysis Software-as-a-Service (Saas)

Social CRM Toolkit

Trying to compile a list of social crm (customer relationship management) platforms.  I’m most interested in the platforms being used by PR agencies & in-house at businesses.

Social Media Blocks

Social Media Channels

This list has many examples … some are not so very PR/marketing focused.  The features offered by all of these vendors varies.

Please offer any additions (email me).  http://aubie.me/social-crm

Social CRM

Labeled via Google search as available for reuse with modification for non-commercial purposes - http://wearesocial.net/blog/2013/06/social-media-engagement/

Others (the variety of features offered, like analysis, varies throughout the vendors):

And, welcome to jargon 101 … the terms and acronyms used in this practice.

  • CRM  – customer relationship management
  • SCRM – social customer relationship management
  • SaaS – enterprise Software-as-a-Service

Background Research

This list was spurred after reading several articles.  Then I posted a partial list via this Facebook discussion … and all the while I was searching Google and elsewhere.

  • Why Every Marketer Should Use Google Plus
  • Nate Elliott’s blog (Forrester)
  • The Forrester Wave™: Social Relationship Platforms, Q2 2013  “…social relationship platform (SRP) vendors, we identified the eight most significant vendors — Adobe, Hearsay Social, salesforce.com’s Buddy Media, Shoutlet, Socialware, Spredfast, Sprinklr, and Syncapse …”
  • AdWeek: Google+ as popular as Twitter … This kind of article always interests (and irks) me. Nowhere do they define ‘popular’ except by the number of monthly users.  We don’t know any demographics or market segments these visitors represent.  The various stories about Google+ imply that because people go there … it’s good for business.  The Forrester research implies that because there is a similar level of brand interaction to other networks, it is a good place for business.  Again … we don’t know what kind of interactions took place.  Hello?  Isn’t there more to defining popularity? Well, since we don’t know now long they stayed during their visit and what they did when they were there … how do we know it is a popular network? My point: specificity and words do matter.
  • Other readings in Google Scholar
Social CRM Toolkit

via Flickr – Social CRM


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