What's next after Social CRM: VRM

We haven’t yet had time to get used to Social CRM that new concepts are already flourishing. Here is a piece written up by one of Orange lab’s experts based in San Francisco, whic I am relaying fro the Orange Business Live blog:

Fresh from the Gartner Customer 360 Summit in Los Angeles, the message was clear: ‘social’ is here and it’s not just about connecting with friends and old classmates, it’s permeating the Enterprise and transforming how business is done. With people spending 22% of their time online in social networks, progressive companies are augmenting their existing CRM tools and processes to engage customers in blogs, forums, wikis and public social networks like Twitter.
With growing ‘customer power’ the balance is shifting from marketing-led sales to a more consumer-driven dynamic and while Gartner’s story ended at SocialCRM, a few of the analysts hinted at what may be next, and that’s what I’ll be looking at today.

>>> READ ON Julian Gay’s article at BLOGS.ORANGE-BUSINESS.COM/LIVE

Yann Gourvennec
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