14 Leading Social CRM Applications - InformationWeek
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3/23/2011
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14 Leading Social CRM Applications

Social CRM is a double-edged sword. It gives businesses a tremendous opportunity to easily communicate with consumers, rapidly answering questions and responding to concerns. But it also gives companies more chances to slip-up or to be perceived as being unresponsive or uncaring. That is why a growing number of organizations are stepping beyond the confines of traditional customer relationship management and incorporating social media into the next wave of CRM implementation.
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SAP, another veteran of the CRM market, also has adapted to the new landscape by incorporating social media into its family of CRM offerings. In 2010, for example, the developer unveiled social media packages -- Twitter Customer Service, Twitter Marketing Campaign, and Target Marketing via Facebook -- for SAP CRM. As part of the SAP BusinessObjects family, SAP CRM is accessing some of that software suite's functionality, such as its preconfigured dashboards, reporting capabilities, and analysis tools.

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Richard Young
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Richard Young,
User Rank: Apprentice
12/4/2012 | 12:09:50 PM
re: 14 Leading Social CRM Applications
Interesting that most of the traditional CRM screens show complex workflow/reports rather than Social elements within a CRM systems
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