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[2010-07-22] How To Identify A Social CRM Initiative
Hello ladies! (this is only funny if you have seen the Oldspice commercials, otherwise this is a bit awkward for all of us...) Over the past few weeks you may have seen that the Oldspice man has been responding to comments on youtube, facebook, and twitter by creating individual personalized messages for people essentially creating a type of collaborative relationship between the brand and the customer, but is the Oldspice campaign a social media campaign or a social CRM campaign?

[2010-07-08] How To Manage Your Social CRM Process
In the past week or so we covered a few interesting topics with easy to understand visuals (we hope). We looked at the difference between CRM and Social CRM (for those that are new here CRM = customer relationship management) and also explored the evolution of CRM to Social CRM. Today I want to talk about a process that Chess Media Group and Mitch Lieberman developed aptly called ARM or; the Action, Reaction, Management, Process. As quoted in the Guide to Understanding Social CRM:

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