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 the business drivers of Enterprise 2.0 and today we're going to look at where the push for E2.0...

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 with Mitch Lieberman. The purpose of the document is to help organizations and brands understand what Social CRM is...

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 a software company with 8,000 employee's worldwide that develops tax and financial solutions for consumers, small businesses, financial institutions, and...

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 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

In the last post we looked at what the difference between CRM and SCRM is (with visuals). Today I want to talk about how CRM is actually evolving to SCRM. There have been several images and diagrams which have attempted to depict...

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. This first post breaks down the difference between CRM and SCRM so that people can get an understanding of...

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 are doing the EXACT same thing. Last year at the E2.0 conference we saw a lot of product differentiation...

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 around community building for PR professionals I decided to mix things up a bit and talk about where PR fits...

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 and interacting with a lot of folks that I have either known for a while or have chatted with online...

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 short presentation with a lot of information but one of the things I presented was a type of framework or...

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 SCRM space and the discussions around it forward. I wanted to take this opportunity to highlight some of those...

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 bit deeper into both of these areas and explore how they fit together. I get a bit frustrated when...

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 tasked with an interesting exercise around understanding advocacy. We were to imagine that we worked for Direct T.V. (or...

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 needs to "Drop the Pilot" for their Enterprise 2.0 initiatives. Now before you take sides here let's think this...

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 moderated by Jeremiah Owyang and included Salesforce, Get Satisfaction, Mint, and Lithium Technologies. The room was packed with around...

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 giving this some thought lately as over at Chess Media Group (CMG) we are gearing up for our new website...

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 companies'. Then I realized that at the end of the day most customers don't really care about what their...

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 but hopefully in a much simpler way. I'm not stuck on the term here and perhaps SSLA ...

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 covered the Business Drivers of Enterprise 2.0, part two covered Making the Push for Enterprise 2.0, and part...

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 the E2.0 case study series is Océ; a printing company with over 21,000 employees around the world. I had...

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