I’ve adapted two slides from my colleague Dion Hinchcliffe, who has a gift for making complex enterprise architecture simple. You can read his explanation of social CRM in these two articles:
- Using social software to reinvent the customer relationship
- Social CRM: Ground zero for Enterprise 2.0 in 2010
From my perspective, social CRM is way of approaching social business design that starts with customers. Alternate approaches begin by focusing internally or on the value chain.
You can download a couple slides defining social CRM from our Slideshare channel.