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		<title>Social Media Maturity Model: Information Wants to Find You</title>
		<link>http://www.destinationcrmblog.com/2009/06/16/social-media-maturity-model-information-wants-to-find-you/</link>
		<comments>http://www.destinationcrmblog.com/2009/06/16/social-media-maturity-model-information-wants-to-find-you/#comments</comments>
		<pubDate>Tue, 16 Jun 2009 15:35:38 +0000</pubDate>
		<dc:creator>Larry Ritter, senior VP &#38; general manager, Sage CRM Solutions</dc:creator>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=1943</guid>
		<description><![CDATA[By Larry Ritter, senior vice president &#038; general manager, Sage CRM Solutions. CRM magazine's Social Media Maturity Model illustrates how the very nature of exchanging information is changing, rapidly. During CRM 101, businesses had much of the control over communication as prospects typically learned from, and potentially became motivated by, information that was pushed to them. As we move further along the maturity curve, prospects are gathering more and more kinds of information outside of the selling organization’s influence to make their business and purchasing decision with. This shift may be a challenge for some, but overall it’s good. It’s a natural evolution aided by technology companies and individuals who assert themselves by publishing and sharing their opinions. It’s also an opportunity for more open communication, problem solving and collaborating among businesses and their customers. Information has always been the main catalyst for CRM. Over time, we’ve experienced several iterations of learning how to manage increasing amounts of information. As we consider social media, the world of information is too big and too fast to digest by searching alone. We need a new kind of organization and efficiency. The natural evolution of CRM is to better manage information by teaching it to find us, and then doing something meaningful and profitable with it.]]></description>
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		<item>
		<title>Social Media Maturity Model: The Chart Is Flat. Social Media Isn&#8217;t.</title>
		<link>http://www.destinationcrmblog.com/2009/06/15/social-media-maturity-model-the-chart-is-flat-social-media-isnt/</link>
		<comments>http://www.destinationcrmblog.com/2009/06/15/social-media-maturity-model-the-chart-is-flat-social-media-isnt/#comments</comments>
		<pubDate>Mon, 15 Jun 2009 23:54:36 +0000</pubDate>
		<dc:creator>Marshall Lager, contributor, CRM magazine</dc:creator>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=1942</guid>
		<description><![CDATA[The weakness of any chart like this one is that it’s static and two-dimensional. Really explaining what it’s getting at requires more than any graphic designer can provide: It requires conversation, which is why we’re all here.]]></description>
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		<title>Social Media Maturity Model: The Singularity Is 5 Years Away</title>
		<link>http://www.destinationcrmblog.com/2009/06/15/social-media-maturity-model-the-singularity-is-5-years-away/</link>
		<comments>http://www.destinationcrmblog.com/2009/06/15/social-media-maturity-model-the-singularity-is-5-years-away/#comments</comments>
		<pubDate>Mon, 15 Jun 2009 20:00:09 +0000</pubDate>
		<dc:creator>Michael Idinopulos, vice president, customer success, Socialtext</dc:creator>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=1930</guid>
		<description><![CDATA[By Michael Idinopulos, vice president, customer success, Socialtext. I love CRM magazine's Social Media Maturity Model, but it doesn't go far enough. Social media will not only alter the way companies work within existing silos; it will fundamentally redraw the org chart. The Maturity Model is basically my own Social Software Value Matrix on steroids. The CRM team has taken my concept of social software evolution, and broken it out by corporate function: Sales, Marketing, PR, and Service. The Model takes as its starting point the categories which define today's corporate interactions (Sales, Marketing, PR, and Service).
But here's the rub: In five years, those aren't going to be the categories. So how will companies be organized in five years? As public interaction becomes more ubiquitous and transparent, I predict that companies will increasingly organize around expertise, using categories such as: Thought Leadership; Technical Expertise; Relationship Management; and Transactions. The people driving the conversations will be the people who have something to say, and they won't need a lot of corporate apparatus to help them say it.]]></description>
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		<slash:comments>5</slash:comments>
		</item>
		<item>
		<title>Social Media Maturity Model: &#8220;One (Social) Ring to Rule Them All&#8221;</title>
		<link>http://www.destinationcrmblog.com/2009/06/15/social-media-maturity-model-one-social-ring-to-rule-them-all/</link>
		<comments>http://www.destinationcrmblog.com/2009/06/15/social-media-maturity-model-one-social-ring-to-rule-them-all/#comments</comments>
		<pubDate>Mon, 15 Jun 2009 17:11:22 +0000</pubDate>
		<dc:creator>Prem Kumar Aparanji, principal consultant, CRM, Cognizant Technology Solutions</dc:creator>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=1932</guid>
		<description><![CDATA[By Prem Kumar Aparanji, principal consultant, CRM, Cognizant Technology Solutions. In CRM magazine's Social Media Maturty Model, CRM in conjunction with social media has been put in the era of social functionality. The customer has become empowered and is challenging businesses with a communication channel that, for a change, the customer is capable of wielding more effectively than businesses are. Social media is a channel where the customer controls the conversation. Messages are flowing currently from customers to the business and from customer to customer! We're talking about the mother of all conversations here — social conversations.
We cannot saddle this horse of a conversation any more than J.R.R. Tolkein's Rohirrim or Gandalf The White could have saddled Shadowfax — the Great Lord of the Horses, descendent of Felarof, of the race of the Mearas, the greatest of all horses of Tolkein's Middle-Earth.
As it happens, Gandalf did ride Shadowfax — but not by dominating or saddling it. He had to friend Shadowfax first. He spoke with the Great Lord of Horses — not to it. He gained Shadowfax's trust, built a relationship of mutual respect (maybe even friendship), and cared for it as it did him.]]></description>
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		<item>
		<title>Social Media Maturity Model: The Mutation of Social Media</title>
		<link>http://www.destinationcrmblog.com/2009/06/13/social-media-maturity-model-the-mutation-of-social-media/</link>
		<comments>http://www.destinationcrmblog.com/2009/06/13/social-media-maturity-model-the-mutation-of-social-media/#comments</comments>
		<pubDate>Sat, 13 Jun 2009 18:05:49 +0000</pubDate>
		<dc:creator>Oliver Marks, founder, Oliver Marks &#38; Associates</dc:creator>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=1915</guid>
		<description><![CDATA[By Oliver Marks, founder, Oliver Marks &#038; Associates. This chart works well on a number of levels for me, but first some big-picture stuff on the topic of "the social customer." June is CRM's so-called social media issue ...but I have an issue with "social media" itself. What is it exactly? Social media is one of these catch-all phrases that seems to mutate — much as Web 2.0 did over time — and diffuse, and there's a danger in that. My point: The "conversation," like the ones in a crowded bar, depends totally on the quality and active participation of a representative cross-section of engaged people.]]></description>
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		<slash:comments>2</slash:comments>
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		<item>
		<title>Social Media Maturity Model: The Social Work of Community Service</title>
		<link>http://www.destinationcrmblog.com/2009/06/13/social-media-maturity-model-the-social-work-of-community-service/</link>
		<comments>http://www.destinationcrmblog.com/2009/06/13/social-media-maturity-model-the-social-work-of-community-service/#comments</comments>
		<pubDate>Sat, 13 Jun 2009 06:50:31 +0000</pubDate>
		<dc:creator>Ian Jacobs, senior analyst, Datamonitor</dc:creator>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=1940</guid>
		<description><![CDATA[By Ian Jacobs, senior analyst, Datamonitor. The ambitious nature of the model itself makes dissecting it a daunting prospect. As Christopher Carfi alluded to in his June 3rd post, any one of the throughlines in this model could form the basis of 30 days of meaningful discussion. I'm going to try to tackle a reasonably small segment of the model: some of the ways that customer service might change that are not explicitly detailed in the model.

I have two main areas to expand on: social media–focused service as a driver of improved product development and community-assisted service or user-collaborative service.]]></description>
		<wfw:commentRss>http://www.destinationcrmblog.com/2009/06/13/social-media-maturity-model-the-social-work-of-community-service/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Social Media Maturity Model: Moving Communication from Dictation to Collaboration</title>
		<link>http://www.destinationcrmblog.com/2009/06/12/social-media-maturity-model-moving-communication-from-dictation-to-collaboration/</link>
		<comments>http://www.destinationcrmblog.com/2009/06/12/social-media-maturity-model-moving-communication-from-dictation-to-collaboration/#comments</comments>
		<pubDate>Sat, 13 Jun 2009 02:03:02 +0000</pubDate>
		<dc:creator>Ryan Zuk, APR, senior media and analyst relations manager, Sage CRM Solutions</dc:creator>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=1913</guid>
		<description><![CDATA[By Ryan Zuk, senior media and analyst relations manager, Sage CRM Solutions. Now more than ever, we need to get to know our people better, learn what motivates them, and use this information to create connections that sustain and grow successful businesses. Genuine conversations remain the best way to do this, despite all the fancy Web and social networking tools now available to us. To successfully relate to customers in our right-now, no-waiting economy, indirect communication needs to give way to direct communication, and, as the Social Media Maturity Model indicates in its upper-right quadrant, dictating needs to evolve into collaborating.]]></description>
		<wfw:commentRss>http://www.destinationcrmblog.com/2009/06/12/social-media-maturity-model-moving-communication-from-dictation-to-collaboration/feed/</wfw:commentRss>
		<slash:comments>3</slash:comments>
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		<title>Social Media Maturity Model: Social Software Development and Consumer Privacy</title>
		<link>http://www.destinationcrmblog.com/2009/06/12/social-media-maturity-model-social-software-development-and-consumer-privacy/</link>
		<comments>http://www.destinationcrmblog.com/2009/06/12/social-media-maturity-model-social-software-development-and-consumer-privacy/#comments</comments>
		<pubDate>Sat, 13 Jun 2009 00:03:44 +0000</pubDate>
		<dc:creator>Joe Manna, community manager, Infusionsoft</dc:creator>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=1914</guid>
		<description><![CDATA[By Joe Manna, community manager, Infusionsoft. CRM magazine's Social Media Maturity (SMM) diagram is a good slice of what should be the seamless interaction between sales, marketing, service, and public relations in most midsize and large organizations. On the other hand, I come from the perspective that not every company necessarily operates this way — nor do they need to. To begin with, I find a couple of important topics missing from this detailed chart: Product Development and Privacy and Security. Here's a list of several truisms that every company should consider along the path to becoming a respected brand over the long term.]]></description>
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		<slash:comments>1</slash:comments>
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		<title>Social Media Maturity Model: The Reactive State of Social CRM &#8212; Organizations Have Voice, But Not Control</title>
		<link>http://www.destinationcrmblog.com/2009/06/05/social-media-maturity-model-the-reactive-state-of-social-crm-organizations-have-voice-but-not-control/</link>
		<comments>http://www.destinationcrmblog.com/2009/06/05/social-media-maturity-model-the-reactive-state-of-social-crm-organizations-have-voice-but-not-control/#comments</comments>
		<pubDate>Fri, 05 Jun 2009 13:06:59 +0000</pubDate>
		<dc:creator>Caroline Dangson, social media research analyst, IDC</dc:creator>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=1851</guid>
		<description><![CDATA[By Caroline Dangson, social media research analyst, IDC. The most recent IDC primary research shows that 64 percent of full-time working adults worldwide have participated in an online community on social networking services in the past year (for personal and/or professional use). Social media are mainstream today with more working adults in their 30s and 40s joining and participating.

Real-time status updates on Twitter and now Facebook mean that people are frequently commenting to their friends about all aspects of their day – what they are doing or how they are feeling. Chances are good that one of your customers is commenting online about an experience with your brand.]]></description>
		<wfw:commentRss>http://www.destinationcrmblog.com/2009/06/05/social-media-maturity-model-the-reactive-state-of-social-crm-organizations-have-voice-but-not-control/feed/</wfw:commentRss>
		<slash:comments>5</slash:comments>
		</item>
		<item>
		<title>Social Media Maturity Model: The Lineup</title>
		<link>http://www.destinationcrmblog.com/2009/06/03/social-media-maturity-model-the-lineup/</link>
		<comments>http://www.destinationcrmblog.com/2009/06/03/social-media-maturity-model-the-lineup/#comments</comments>
		<pubDate>Thu, 04 Jun 2009 01:41:07 +0000</pubDate>
		<dc:creator>Joshua Weinberger</dc:creator>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=1802</guid>
		<description><![CDATA[Here&#8217;s the lineup for our 30 Posts, 30 People, 30 Days project. (All dates and participants are subject to change, of course.) [EDITORS' NOTE: This is part of a series of posts that began here, dissecting a two-page chart that appeared in CRM magazine's June 2009 issue on social media. The digital edition of that [...]]]></description>
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		<slash:comments>0</slash:comments>
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