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	<title>CRM Magazine Blog &#187; RightNow Technologies</title>
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		<title>GUEST-BLOG: The State of Social CRM: 6 Takeaways from #SCRMsummit</title>
		<link>http://www.destinationcrmblog.com/2010/02/12/guest-blog-the-state-of-social-crm-6-takeaways-from-scrmsummit/</link>
		<comments>http://www.destinationcrmblog.com/2010/02/12/guest-blog-the-state-of-social-crm-6-takeaways-from-scrmsummit/#comments</comments>
		<pubDate>Sat, 13 Feb 2010 01:43:01 +0000</pubDate>
		<dc:creator>Brian Vellmure, business strategist, Free CRM Strategies</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=3308</guid>
		<description><![CDATA[By Brian Vellmure, FreeCRMstrategies,  @CRMstrategies on Twitter

February 12, 2010
One of the worst snowstorms in the  history of our Nation’s capital, the most flight cancellations since  9/11 (almost 6,000), and the closure and inaccessibility of a pre-booked  venue were the circumstances surrounding BPT Partners&#8217; Social  CRM Certification Training, better known to [...]]]></description>
		<wfw:commentRss>http://www.destinationcrmblog.com/2010/02/12/guest-blog-the-state-of-social-crm-6-takeaways-from-scrmsummit/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>EXCLUSIVE: Social CRM Vendors Don&#8217;t Walk The Talk (Guest-Blog by Jeremiah Owyang)</title>
		<link>http://www.destinationcrmblog.com/2009/12/07/exclusive-social-crm-vendors-dont-walk-the-talk-guest-blog-by-jeremiah-owyang/</link>
		<comments>http://www.destinationcrmblog.com/2009/12/07/exclusive-social-crm-vendors-dont-walk-the-talk-guest-blog-by-jeremiah-owyang/#comments</comments>
		<pubDate>Mon, 07 Dec 2009 18:26:40 +0000</pubDate>
		<dc:creator>Jeremiah Owyang, partner, Altimeter Group</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
		<category><![CDATA[altimeter]]></category>
		<category><![CDATA[altimeter group]]></category>
		<category><![CDATA[dog food]]></category>
		<category><![CDATA[enterprise-level]]></category>
		<category><![CDATA[Google]]></category>
		<category><![CDATA[jeremiah owyang]]></category>
		<category><![CDATA[jive]]></category>
		<category><![CDATA[jive software]]></category>
		<category><![CDATA[jowyang]]></category>
		<category><![CDATA[landing page]]></category>
		<category><![CDATA[lithium]]></category>
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		<category><![CDATA[Thought Leadership]]></category>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=3173</guid>
		<description><![CDATA[by Jeremiah Owyang, partner, Altimeter Group. Surveying the Social CRM Industry. At the Altimeter Group, business partner Ray Wang (focused on enterprise strategy) and I (customer strategy) are undertaking a major project for a client in the nascent social CRM arena. We’re surveying the landscape to learn about a variety of vendors in the space, and to assess their capabilities and deployments. A small portion of our survey involves seeing who’s eating their own dog food, and truly demonstrating they understand the "social" aspect of social CRM — by living it.

Companies That Sell Social CRM Should Demonstrate Credibility by Living It: While critics may be quick to cite the mere inclusions of a blog or community to a product landing page, the message goes much deeper. Social CRM isn’t just about bolting on a plugin to your system like a new air foil on your minivan but instead is a new way of doing business. The promise of social CRM — responding, anticipating, and making the commitment to improve products and services — says that companies are truly listening to their customers wherever those customers are. Vendors that are assisting brands in bringing this promise to the marketplace need to demonstrate they fully understand the ramifications of social CRM — not just a keyword checklist of the buzzword du jour.

Criteria: How We Graded the Social CRM Vendors
There are four major areas of assessment:
Simple sharing of social content from the corporate product page.
Surfacing a developer or business community, and a look inside of the discussions in each community, with bonus points for integration with product page.
Thought leadership with relevant blogs on the subject, and a gauge of their level of interaction and any Twitter accounts they may have.
A subjective look at the overall page experience in the context of a company that’s offering a "social experience."
Findings: Overall, Social CRM Vendors Aren’t Walking the Talk
To pass, companies needed to receive greater than a .5 in each category for a total score of 2.0 plus making Lithium the only vendor to pass.
The product pages are devoid of true social interaction, and none of them actually surface discussions about how the market is even talking about them.
Marketing machine Salesforce.com demonstrated it isn't engaging in a social experience on its own product pages.
The typical enterprise-looking design of SAP and Microsoft stayed consistent with "boring" social experiences.
Although Oracle’s bland Web experience looks like it’s designed for the mediaphobes, there are links to communities and to thought-leadership blogs.
Lithium integrated social throughout the experience.
RightNow Technologies demonstrated thought leadership through executive blogs.
Honorable mention to Jive Software for engaging online video that captures the spirit of the Social CRM movement.
We know that soon every Web page will be social, even if you don’t choose for it to be, so companies should enable features that allow Web sites to have conversations. Social CRM vendors that want to demonstrate to the market their expertise in this space should gear up to demonstrate they have the ability to practice what they preach — because, for now, it doesn’t show.]]></description>
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		<slash:comments>23</slash:comments>
		</item>
		<item>
		<title>Salesforce.com Is Obama&#8217;s New Plaything</title>
		<link>http://www.destinationcrmblog.com/2009/01/15/salesforcecom-is-obamas-new-plaything/</link>
		<comments>http://www.destinationcrmblog.com/2009/01/15/salesforcecom-is-obamas-new-plaything/#comments</comments>
		<pubDate>Thu, 15 Jan 2009 14:47:28 +0000</pubDate>
		<dc:creator>Joshua Weinberger</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
		<category><![CDATA[answer center]]></category>
		<category><![CDATA[ap style]]></category>
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		<category><![CDATA[briefing book]]></category>
		<category><![CDATA[budget]]></category>
		<category><![CDATA[change.gov]]></category>
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		<category><![CDATA[cloud]]></category>
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		<category><![CDATA[crispy]]></category>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=948</guid>
		<description><![CDATA[There are big happenings this morning out in San Francisco, where Salesforce.com cofounder, chairman, and CEO Marc Benioff is expected to take the stage in a few hours (damn you, Pacific time!) to ignite a bit of marketing spectacle for the company&#8217;s new customer support offering, called Service Cloud. (Marshall Lager&#8217;s got the scoop on [...]]]></description>
		<wfw:commentRss>http://www.destinationcrmblog.com/2009/01/15/salesforcecom-is-obamas-new-plaything/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
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		<item>
		<title>Gaining Market Share in a Down Economy</title>
		<link>http://www.destinationcrmblog.com/2008/10/17/gaining-market-share-in-a-down-economy/</link>
		<comments>http://www.destinationcrmblog.com/2008/10/17/gaining-market-share-in-a-down-economy/#comments</comments>
		<pubDate>Fri, 17 Oct 2008 15:22:23 +0000</pubDate>
		<dc:creator>Christopher Musico</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
		<category><![CDATA[automation]]></category>
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		<category><![CDATA[economy]]></category>
		<category><![CDATA[liberation connect]]></category>
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		<category><![CDATA[proactive notifications]]></category>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=525</guid>
		<description><![CDATA[I had an interesting conversation with Christopher Faulkner, vice president of sales for Scottsdale, Ariz.-based contact center solution provider TDI about its newest outbound communications offering, Liberation Connect!, and how it fits into the grand scheme of our helter-skelter economy today. We&#8217;ve had several stories in the past few months at destinationCRM.com from Soundbite Communications [...]]]></description>
		<wfw:commentRss>http://www.destinationcrmblog.com/2008/10/17/gaining-market-share-in-a-down-economy/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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		<item>
		<title>SaaS-y Applications</title>
		<link>http://www.destinationcrmblog.com/2008/10/07/saas-y-applications/</link>
		<comments>http://www.destinationcrmblog.com/2008/10/07/saas-y-applications/#comments</comments>
		<pubDate>Tue, 07 Oct 2008 12:35:58 +0000</pubDate>
		<dc:creator>Christopher Musico</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
		<category><![CDATA[Broadmoor]]></category>
		<category><![CDATA[clients]]></category>
		<category><![CDATA[Colorado Springs]]></category>
		<category><![CDATA[consumers]]></category>
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		<category><![CDATA[contact center agents]]></category>
		<category><![CDATA[cost center]]></category>
		<category><![CDATA[CRM]]></category>
		<category><![CDATA[CRM magazine]]></category>
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		<category><![CDATA[functionality]]></category>
		<category><![CDATA[multichannel]]></category>
		<category><![CDATA[niche contact centers]]></category>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=443</guid>
		<description><![CDATA[After RightNow Technologies CEO Greg Gianforte gave his company update and thoughts on why customer experience is going to have a major play in many businesses&#8217; strategies moving forward here at the RightNow Summit 2008, Vice President of Products David Vap took the stage to take the crowd on a road trip through the company&#8217;s [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Customer Experience: Lifeboat for Today&#8217;s Economy?</title>
		<link>http://www.destinationcrmblog.com/2008/10/06/customer-experience-lifeboat-for-todays-economy/</link>
		<comments>http://www.destinationcrmblog.com/2008/10/06/customer-experience-lifeboat-for-todays-economy/#comments</comments>
		<pubDate>Mon, 06 Oct 2008 12:36:56 +0000</pubDate>
		<dc:creator>Christopher Musico</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
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		<category><![CDATA[cross-sell]]></category>
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		<category><![CDATA[Web 2.0]]></category>

		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=440</guid>
		<description><![CDATA[In the ramp up for Bozeman, Mont.-based on-demand customer experience management provider RightNow Technologies&#8217; Summit 2008 here in Colorado Springs, you can expect many of the attendees to yearn for &#8212; and ask about &#8212; ways to continue to improve their companies&#8217; customer experiences amidst an economy that has taken the country for a roller-coaster [...]]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Do Consumers Really Control Customer Service?</title>
		<link>http://www.destinationcrmblog.com/2008/08/27/do-consumers-really-control-customer-service/</link>
		<comments>http://www.destinationcrmblog.com/2008/08/27/do-consumers-really-control-customer-service/#comments</comments>
		<pubDate>Wed, 27 Aug 2008 18:09:30 +0000</pubDate>
		<dc:creator>Christopher Musico</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
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		<category><![CDATA[differentiation]]></category>
		<category><![CDATA[Gartner]]></category>
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		<category><![CDATA[Web 2.0]]></category>

		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=87</guid>
		<description><![CDATA[You might think after looking at the title that I&#8217;m on some type of crazy pills, or just didn&#8217;t have my second cup of coffee. (If you&#8217;re thinking it&#8217;s the coffee, you&#8217;re right.)
At first glance, you may have two questions come to mind:

Isn&#8217;t customer service supposed to be by and for those brave souls willing [...]]]></description>
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		<slash:comments>0</slash:comments>
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