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Monday's Musings: Q1 2011 State of Social CRM and CRM From An EMEA Point Of View

Greeting from London!  It’s been a great surprise to enjoy the sunny and warm weather (by UK standards) as I readjust my body clock.  Thankfully, I’ve had a chance to catch up with a few new and old clients, several analysts, media moguls, and in real life meetups w/ close relationships (i.e. @grahamhill and @buchanla) […]

Posted by R "Ray" Wang on January 31, 2011

Best Practices: Applying Social Business Challenges To Social Business Maturity Models

Early Adopters Cross Through Five Phases Of Social Business Maturity Interviews with over 100 early adopters of social business (i.e. social crm, E2.0, social media marketing, etc.) reveal 5 phases of social business maturity (see Figure 1): Discovery. A few individuals begin the process of discovering new tools.  Individuals identify consumer tech innovations that impact […]

Posted by R "Ray" Wang on January 22, 2011

Research Summary: Software Insider's Top 25 Posts For 2010

Themes In 2010 Reflected The Buy Side Demand For Both Optimization and Innovation Technology buyers in 2010 focused most of their priorities on finding cost savings through legacy optimization, navigating a flurry of disruptive technologies, and designing/experimenting with new business model innovations.  Consequently, the top 25 posts for 2010 reflected these 3 major themes: Legacy […]

Posted by R "Ray" Wang on January 2, 2011

Best Practices: Five Simple Rules For Social Business

Early Adopters And Pioneers Have Benefited From Social Across executive board rooms and even in living rooms, social business is all the rage.  In 2010, social crm (SCRM) and Enterprise 2.0 (E20) rose into mainstream conversation.  Despite the mindshare and awareness, a majority of business leaders have yet to begin these initiatives.  The good news […]

Posted by R "Ray" Wang on December 16, 2010

Research Report: How The Five Pillars Of Consumer Tech Influence Enterprise Innovation

Most Enterprise Software Vendors Fail To Deliver Innovation Despite hundreds of billions wasted on failed research and development projects, most market influencers would agree that enterprise software vendors have produced a dearth of innovation over the past decade.  Vendors often cite UI re-skins, major functionality additions, integration of acquisitions, technology re-platforms, and weak attempts at […]

Posted by R "Ray" Wang on October 4, 2010

News Analysis: Jive Fills Warchest, Ready to Battle Enterprise Software Giants And IPO?

with Jeremiah Owyang – Customer Strategy (@jowyang)  and R “Ray” Wang – Enterprise Strategy (@rwang0),  both founding partners at Altimeter Group. Cross-posted link here. Community Platforms Evolve Into Social Business Category Having tracked the social business category for some years now, and having watched the category grow, many players have expanded into other niches.  At […]

Posted by R "Ray" Wang on July 22, 2010

Tuesday's Tip: Applying The Five Stages Of Adoption Towards SCRM Projects

Social CRM Faces Initial Adoption Hurdles From Management In 1969, Elisabeth Kübler-Ross introduced the “Five Stages of Grief” in her book, On Death and Dying. These five stages can be summed up as denial, anger, bargaining, depression, and acceptance.  When applied to disruptive technology adoption by organizations, the “Five Stages” framework provides clear insight in […]

Posted by R "Ray" Wang on July 5, 2010

News Analysis: Lithium's Acquisition of Scout Labs Ups The Ante in Social CRM

Social Media Monitoring Addition Adds Social Customer Insight To Lithium’s Community and Social CRM Offerings Lithium, a social CRM (SCRM) and community platform vendor announced today it had acquired Scout Labs, a social media monitoring (SMM) provider.  According to a variety of sources, the estimated purchase price for the deal ranged between 20 and 25 […]

Posted by R "Ray" Wang on May 11, 2010

News Analysis: Biz360 Acquisition Signals Attensity Group's Move Into Social CRM

eService Meets Social Media Monitoring, A Natural Evolution To SCRM On April 28th, Attensity Group, an eService and semantic analytics provider announced its acquisition of Biz360, a social media monitoring (SMM) and community platform player.  Conversations with Attensity’s CMO, Michelle DeHaaf, highlight the importance of listening platforms in Attensity’s overall social CRM (customer relationship management) […]

Posted by R "Ray" Wang on May 4, 2010

Monday's Musings: Avoiding Failure In Social CRM Projects Requires Ecosystem Coordination

Recent Conversations With Executives Confirm Demand For Social CRM Good news! Organizations see an opportunity to tap into the proliferation of social networking channels for their CRM initiatives.  Speaking with 23 business leaders over the past 10 days, it became obvious that Social CRM initiatives were top of mind for a few reasons: Pressure from […]

Posted by R "Ray" Wang on March 15, 2010