Tag Archives: Social CRM

“Friend Discovery” is a new idea for Social CRM that connects the Customer Relationship Management (CRM) database in an organization with the social networks of its customers and other stakeholders. This post goes into (even more) detail than my original one, “How Social CRM ‘Friend Discovery’ will Revolutionize the Way Organizations Collaborate.” You’ll want to read that one and possibly ...

As I talked about in my last post, “Friend Discovery” is a concept for a new branch of Social CRM. Friend Discovery connects the Customer Relationship Management (CRM) database in an organization with the social networks of its customers and other stakeholders. You’ll definitely want to read that first post before reading this one – otherwise, this won’t make much sense. ...

Friend Discovery connects an organization's CRM database with the social networks of its customers. That helps customers connect with friends who also care about the organization's work - and that's a game-changer.

The systems we use to manage our relationships eventually transform into the systems we use to collaborate with those relationships.

When it comes to social change, the problem with online social networking tools has less to do with the tools themselves - and more to do with how organizations fail to connect their social network organizing with their efforts to deepen their relationships with people. A healthy mix of weak-tie and strong-tie connections and the processes for moving people from the former to the latter is the essence of the Engagement Pyramid and it’s what Malcolm Gladwell is missing in his critique of social networking tools.