Social CRM is a hot topic in the world of customer service and CRM. As with many techno-trends, especially in domains that are currently in transition, it's sometimes difficult to gain an accurate understanding of these topics.
To cut through the noise, star analyst, Esteban Kolsky, and I held a spirited debate on Social CRM, at the CRM Evolution 2010 conference, held in New York this week. The debate illuminated challenges in defining Social CRM and identifying the meaning of success and failure in this context.
The CRM Evolution conference is notable because it receives wide-ranging participation from many of the top experts in Social CRM. Chief among these is ZDNet's Paul Greenberg, who chairs the event. Many members of the Accidental Social CRM group, which includes great Social CRM analysts and practitioners, also attended at the conference.
This post includes a recording of the entire session; to listen, simply click the player at the top. You can also see the slides, which are embedded below. Success and Failure in the Time of Social