List of Companies Providing Social CRM Offerings
For a few years ago, I’ve created what I call Industry Index lists to track companies in any particular vertical. Yesterday’s post on Social CRM vendors walking the talk raised the appropriate awareness of this nascent space. I expect this space to rapidly increase in size as social channels will be bolted onto CRM vendors, and many brand monitoring and community platforms are adding workflow, triage, capabilities. The purpose of this list is to quickly capture the vendors participating in this space, and to acknowledge those that were not on yesterday’s review, I expect there to be many more vendors who leave a comment, which we can quickly add to this list. We prefer Paul Greenberg’s definition of Social CRM , which he summarizes as: “CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.” (read his 2009 review of this space ) List of Companies Providing Social CRM Offerings Traditional CRM Vendors offering Social CRM Microsoft Dynamics: Partnered with Neighborhood America Oracle Siebel Social CRM: Promises the ability to provide insights based on the buying behaviors of similar customers, as well as shared content to be used between sales teams. RightNow CRM: Offers several feature s in their suite such as Support Communities, Innovation Communities, Cloud Monitoring, and Social Experience Design Salesforce: Offers acces to Social Networking like Facebook and Twitter . Salesforce, like SAP is importing the Twitter “firehose” feed, and has offered social features like Q&A, and social networking like Chatter, and has lightweight LinkedIn integration . SAP CRM: Imports the Twitter firehose feed, and Sugar CRM: Offers “SugarCRM Cloud Connectors connect via Web Services to leading third-party data service providers such as Hoover’s, JigSaw and LinkedIn” Community Platforms Offering Social CRM Jive Software: Community Engagement , offers data integration from Radian6, encouraging management of the discussion. Lithium Technologies offers the Social CRM Suite . Neighborhood America: Has had a partnership with Microsoft Dynamics, read press release , and commentary from Paul Greenberg on ZDNet . Brand Monitoring Offering Social CRM Radian 6: Offers brand monitoring tools that allow tools to discuss (Conversation Sidebar), triage, and manage disparate conversations, see Dave Fleet’s write up . Social Media Clients CoTweet: Offers a variety of features that allow teams to monitor, manage, and triage conversations in Twitter, see features page . Hootsuite: Provides workflow, analytics , for teams to manage multiple Twitter accounts. Sales 2.0 InsideView: Offers some unique offerings that mine a business social graph to provide alerts as a plugin to traditional CRM systems, Watch this lengthy demo . Social Network Connections Appirio: Offer s the ability for companies to create applications on Facebook which then marry data back to Salesforce, called Cloud Connectors. Not on this list? Leave a comment, with a link, I’ll take a look and add to it. Sal
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List of Companies Providing Social CRM Offerings