Jacob Morgan

Implementing Enterprise 2.0 at Intuit, Part Two: Change Management

This is part two in a multi-part series on how Intuit is implementing Enterprise 2.0 within their organization. Part one covered...

Guide to Understanding Social CRM, Now Embedable and Shareable on Slideshare!

For those of you that haven't read the Guide to Understanding Social CRM, it's a whitepaper that Chess Media Group put out in collaboration...

Implementing Enterprise 2.0 at Intuit, Part One: Business Drivers

Next up in out series of companies that are implementing Enterprise 2.0 is Intuit. So far we covered Oce and Vistaprint. Intuit is...

The Action, Reaction, Management, Process (ARM) for Social CRM

In the past week or so we covered a few interesting topics with easy to understand visuals (we hope). We looked at the...

The Evolution of CRM to Social CRM

In the last post we looked at what the difference between CRM and SCRM is (with visuals). Today I want to talk about...

CRM or Social CRM, What’s the Difference?

This is going to be the first post in a series of posts that designed to help you visually break down and understand SCRM....

Vendor Convergence in the Enterprise 2.0 Space

One of the things that struck me the most at this years Enterprise 2.0 conference was that all of the vendors in the space...

Where does PR fit Within Social CRM?

Last week I had the pleasure of presenting at PRSA in New York (thanks Deirdre!) and while my original presentation was supposed to be...

My Thoughts on the Enterprise 2.0 Conference

Today is the last day of the Enterprise 2.0 conference in Boston and I must say that I had a great time meeting with...

An Enterprise 2.0 Framework for Success

Around a week or so ago I presented online at the social business summit on making Enterprise 2.0 work. It was a relatively...

12 of the Best Articles on Social CRM

There are some truly great and thought provoking Social CRM posts out there that I believe to an excellent job of helping move the...

What’s Coming Up Next for Social CRM and Enterprise 2.0?

We've talked about a lot of topics around the Social CRM and Enterprise 2.0 space and I think it's about time we get a...

What is Advocacy?

Here is another chess puzzle, white to move and mate in 2! Last week at the social CRM summit in Georgia those in attendance were...

Should We Drop the Enterprise 2.0 Pilot as Andrew McAfee Suggests?

This post is perhaps a few days late but it's something that I have been thinking about ever since Andrew McAfee wrote that organizations...

My Thoughts on the Social CRM (SCRM) Panel at Social Media Club

I recently had the pleasure of attending the Social Media Club (San Francisco and Silicon Valley chapter) panel session around Social CRM which was...

Social Media vs Social CRM vs Social Business vs Enterprise 2.0

First off, yes this is an actual chess puzzle (you know I love chess right?), can you find the winning move for white? I've been...

What is the Real Value of Social CRM (SCRM)?

I was originally going to write this post to cover the fact that Social CRM is also the customers' responsibility and not just the...

It’s Time for Social Service Level Agreements

My idea of SSLAs (social service level agreements) would take the concept of the SLA and just apply it to the social web...

Implementing Enterprise 2.0 at Oc

This is part four in a multi-part series on how Océ is implementing Enterprise 2.0 within their organization. Part one...

Implementing Enterprise 2.0 at Oc

If you recall, I recently wrote an in-depth case study on how Vistaprint deployed Enterprise 2.0 initiatives within their organization. Next up in...

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