Here in our little corner of the Quirk office, the Education team spends a lot of time putting together quality eMarketing content for the students on our courses. Kat Scholtz, who heads up this development, as well as researching and writing much of the content herself, is a fountain of useful information about all things eMarketing. And if she doesn’t know the answer, she knows where to find it.

Fortunately for us, Kat recently put together the material for our very popular Social Media course and one of the modules covered was Social Customer Relationship Management. In a happy coincidence, Social CRM is also the topic for this week’s newsletter! With that in mind, I took the liberty of lifting out of the module, the list of recommended reading and additional resources that Kat (lovingly) put together for our students.

Here’s what you need to read to get your head around Social CRM:

1.    Social CRM: The Conversation

In their words, “Paul Greenberg focuses on not only what CRM is but where it’s going in this blog on CRM strategy, technology, stories, companies and personalities.”

Social CRM is about brands joining the conversation with consumers on Social Media. Image Credit: b_d_solis

2.    The Three Threats to Social CRM

Social CRM is not all roses and fairy tale. In this article, Lauren McKay gets the lowdown on what’s not being said, but should be…

3.    Using Social Software to Reinvent the Customer Relationship

Interesting article by Dion Hinchcliffe focussed on Social CRM software, some of the theory behind Social CRM and the capabilities needed by any half-decent Social CRM platform.

4.    Where Social Media Meets Customer Service (LinkedIn discussion group)

This open discussion forum is great place to gain or share some understanding into the changes that Social Media is having on more traditional customer relationship management. Smart brains and insight abound.

Need to learn more about Social CRM and how to apply Social Media to your business challenges? Register for our upcoming course. 

Also check out:

• Friday Fact Box - Online Customer Relationship Management
• Site of Note: Get Satisfaction