Maturity and Social Media: You'll Be Social (Soon)
CRM magazine's Social Media Maturity Model, the launching pad for a discussion of the next five years of social media.
For the rest of the June 2009 issue of CRM magazine please click here

For the rest of the June 2009 issue of CRM magazine — The Social Media Issue — please click here.

The digital edition of the issue can be found here — the Social Media Maturity Model spreads across pages 22 and 23 — and a standalone image of the chart itself can be seen here. (Click on the “View Full Size” button at the top right of that page.)

Take a deep breath, because this is where things get interesting.

Five years ago, in CRM’s January 2004 issue, we presented what the customer-centric company should look like. By now, you should be well versed in the concept — in fact, we’re ready to ask you to move beyond it.

We’ve put the core of that 2004 graphic — we’ll call it CRM 101 — at the center of this one. Each of the three surrounding concentric bands represents a time frame — today, three years from now, and five years from now — and describes how leading-edge organizations might embrace social media in each.

In the spirit of social, we opened up the design of this chart to outside sources; it’s impossible to achieve unanimity, so we aimed for consensus. We openly reference the work of others, as transparency dictates. (The listed sources shouldn’t be held responsible for these findings, but they have our gratitude for their input and insights.)

Some people call this CRM 2.0, some call it social CRM — but the terminology isn’t the point. What matters is your engagement, and your commitment to advancing your knowledge of and familiarity with the powerful tools and technologies available today and coming tomorrow.

There’s more information in this graphic than we had space to describe in print, so for more information, please visit our #303030 Project of 30 Posts, 30 People, 30 Days, in which the industry's top thinkers are spending the month discussing, dissecting, and developing this Social Media Maturity Model.

We expect to hear from you, and we expect this graphic to be a living, breathing document that evolves over time, just as CRM always has. —The Editors of CRM Magazine

Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationcrm.com/subscribe/.

Page 1
To contact the editors, please email editor@destinationCRM.com
Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationCRM.com/subscribe/.
Learn more about the companies mentioned in this article in the destinationCRM Buyer's Guide:
Related Articles
A customer-centric enterprise uses business strategies throughout the organization to best serve customers.
Customer attitudinal information is what companies have been clamoring to obtain for years.
CRM magazine's in-depth report on the state of social media in CRM.
Active engagement gives us a chance to better understand the customer.
Beyond marketing, the popular tools and techniques can also serve as a channel for support.
We're awash in social networking data. Do we really want our businesses drowning in it, too?
You may not know what you're doing — but your customers do. If the time to act is now — does that mean it's too late to plan?
An alphabetical glossary of what you need to know about social media.
Mediabistro.com's UGCX '09: A Forrester Research analyst outlines the impact of social media on business.
Forrester Consumer Forum '09: In order to interact with the multi-channel customer, companies must recognize changing consumer behaviors, expand reach on multiple channels, and embrace digital tools.
Forrester Consumer Forum '09: Analyst provides three steps for making the customer experience matter.
Improve the customer experience with a content-rich, social-driven site.
Another year older, another year stronger-social media continues to gain momentum in the business world.
Online community provider extends its private network to Facebook and Twitter.
The social business software provider buys a social media monitoring company and plans to extend social insight across the entire enterprise.
After closing deals at the end of 2009, the social media agency aims to deliver a broad suite of social media capabilities.
Accenture's Social CRM report reveals the trio of obstacles to overcome when developing a social strategy.
A recent Gartner report takes a dim view of social media projects led by corporate-technology personnel.
Internet Week NY '10: At an Advertising Research Foundation panel, executives from General Mills, Harris Interactive, and Porter Novelli reveal how brands should use Twitter, Facebook, and other social media.
Popular Articles

Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us