Welcome to the CRM 2.0/Social CRM Wiki

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

Social, economic, political environments all participate in driving change, and of course all contributed to CRM 2.0. Never before, methinks, has the external environment been one where we are pushed so hard by an external tsunami, as we are today. That wave- $$! Never before have customers and suppliers, buyers and sellers, external and internal drivers, suffered such a wind of change. I'm astounded that there isn't a broader effort to focus on "how to talk to customers in financial terms" within our definition of 2.0. In today's environment, economics-personal, environmental, cost-to-serve from a suppliers POV, are all at the forefront of decision making. Well, let me restate that-SHOULD BE-because somewhere in every cracking synapse of a decision made, the economic impact of that decision is a driver as never before. Maybe it's part of "value", but maybe so distinct in today's and our future world to warrant a different view. Tough to define a hierarchy of what's most important in a definition, but tough to leave out this obvious top of mind issue.

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.

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

• CRM 2.0/Social CRM Definition - General Discussion
• CRM 1 vs CRM 2: A Comparative Table
• What Should We Name All This?
  
• Why CRM needs to change (* HOT *)
• Trends

Community News - CRM Events

• Calendar Page
• Community News and Announcements

Knowledgebase Pages

• CRM 2 Documents Library
• CRM 2 Links of Interest
• CRM 2 Multimedia Viewing Room (Presentations, Videos,etc.)
• CRM 2 Ongoing Research