Web 2.0 and CRM

Blog - Now that Salesforce.com has announced a collaboration platform, there are still questions around filtering and whether it's ready for the larger enterprise.

Blog - NetSuite is adding InsideView's social media tools to its CRM and ERP applications. CRM vendors are adding these features in several ways.

Column - In his first article evaluating the marketing side of social CRM, Allen Bonde offers up some definitions and a framework for discussion.

Column - As the recent Facebook snafus have shown, keeping customer information private is not a given. What's key, columnist Paul Greenberg says, is mutual value -- and trust.

News - Oracle executives outlined the company's plans for CRM in the coming year, including a REST API, running Siebel in Outlook out of the box and social data mining.

Column - Think Social CRM is purely a sales, service and marketing phenomenon? Think again. Columnist Paul Greenberg explains how it can impact the supply chain.

Article - RightNow became the latest CRM vendor to offer a social CRM component, this time buying HiveLive to help organizations build their own customer communities integrated with CRM.

News - In this podcast, Natalie Petouhoff, an analyst with Forrester, outlines her recent report on the pitfalls and best practices for delivering customer service through social media.

Column - The dot-com bust brought us on-demand computing. See what innovation columnist Denis Pombriant thinks the current recession will give us.

News - A bevy of "social CRM" features have been released by technology vendors in the past two months, but how difficult is it to integrate with Twitter and how many problems does it really solve?