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	<title>CRM Magazine Blog &#187; Social media</title>
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		<title>Nestle&#8217;s Facebook Community: Going from Semi-Sweet to Dark — Right This Second</title>
		<link>http://www.destinationcrmblog.com/2010/03/19/nestles-facebook-community-going-from-semi-sweet-to-dark-%e2%80%94-right-this-second/</link>
		<comments>http://www.destinationcrmblog.com/2010/03/19/nestles-facebook-community-going-from-semi-sweet-to-dark-%e2%80%94-right-this-second/#comments</comments>
		<pubDate>Fri, 19 Mar 2010 16:42:38 +0000</pubDate>
		<dc:creator>Joshua Weinberger</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
		<category><![CDATA[boycott]]></category>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=3489</guid>
		<description><![CDATA[You may have already noticed this or heard about it, but Nestle&#8217;s Facebook fan page is currently witnessing an uprising — or a meltdown, or some other chocolate-themed pun I didn&#8217;t already use in the headline of this post.
I&#8217;ll update as things unfold, but it seems that a Facebook &#8220;fan&#8221; modified a Nestle logo to [...]]]></description>
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		<slash:comments>4</slash:comments>
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		<item>
		<title>GUEST-BLOG: Up-Leveling the Conversation: Social Business Insights at #SCRMsummit</title>
		<link>http://www.destinationcrmblog.com/2010/02/18/guest-blog-up-leveling-the-conversation-social-business-insights-at-scrmsummit/</link>
		<comments>http://www.destinationcrmblog.com/2010/02/18/guest-blog-up-leveling-the-conversation-social-business-insights-at-scrmsummit/#comments</comments>
		<pubDate>Thu, 18 Feb 2010 15:30:09 +0000</pubDate>
		<dc:creator>Dr. Natalie Petouhoff, Senior Analyst, Forrester Research</dc:creator>
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		<category><![CDATA[Prem Kumar Aparanji]]></category>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=3323</guid>
		<description><![CDATA[by Dr. Natalie Petouhoff, senior analyst, Forrester Research
Monday, February 15, 2010

The #SCRM Group. That hashtag — which we use to communicate on Twitter — embodies the very essence of what social media is about: genuine, authentic, direct, and real conversations. Being a participant and a practitioner, I thought I would share my observations and thoughts&#8230; [...]]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>GUEST-BLOG: Dumbing Down Social CRM #SCRMsummit</title>
		<link>http://www.destinationcrmblog.com/2010/02/18/guest-blog-dumbing-down-social-crm-scrmsummit/</link>
		<comments>http://www.destinationcrmblog.com/2010/02/18/guest-blog-dumbing-down-social-crm-scrmsummit/#comments</comments>
		<pubDate>Thu, 18 Feb 2010 15:30:01 +0000</pubDate>
		<dc:creator>Prem Kumar Aparanji, principal consultant, CRM, Cognizant Technology Solutions</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=3356</guid>
		<description><![CDATA[By Prem Kumar Aparanji, principal consultant, CRM, Cognizant Technology Solutions
Monday, February 15, 2010
I was in the U.S. last week. The journey from Bangalore to Washington, D.C., in itself was quite interesting: A three-hop journey (BLR-DBX-ATL-IAD) that took away ~32 hours of my life, but since I traveled west (&#38; I gained time) I really lost [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>GUEST-BLOG: 7 SCRM Insights That Will Change the World #SCRMsummit</title>
		<link>http://www.destinationcrmblog.com/2010/02/18/guest-blog-7-scrm-insights-that-will-change-the-world-scrmsummit/</link>
		<comments>http://www.destinationcrmblog.com/2010/02/18/guest-blog-7-scrm-insights-that-will-change-the-world-scrmsummit/#comments</comments>
		<pubDate>Thu, 18 Feb 2010 15:12:45 +0000</pubDate>
		<dc:creator>Kathy Herrmann, partner, Pathlight Solutions</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
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		<category><![CDATA[Sullivan]]></category>
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		<category><![CDATA[Twitter]]></category>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=3328</guid>
		<description><![CDATA[By Kathy Herrmann, partner, Pathlight Solutions. The #SCRM community recently practiced what it's been preaching when Paul Greenberg pulled together the top thought leaders in SCRM to a summit in Washington. Many thanks to Paul for being the magnet that pulled us all together — and my personal thanks for including me in the event.

Where to start? First, much to my surprise, we had almost-full attendance despite the snow and travel challenges. I was a local and almost got scared from braving the roads, but knew I needed to be there given the number of stellar attendees. And I’m pretty darned sure that’s what motivated the other attendees to brave the travel tribulations too.

What I loved about the group was the open discussion, and sometimes debate, within the conference room and in the evenings’ various social gatherings. We don’t always agree with each other, but everyone handles the debates with professional courtesy and a willingness to evolve their thoughts. That’s how we all grow. 7 takeaways that struck the loudest chord for me.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>GUEST-BLOG: The Accidental Community Gathers at the #SCRMsummit</title>
		<link>http://www.destinationcrmblog.com/2010/02/18/guest-blog-the-accidental-community-gathers-at-the-scrmsummit/</link>
		<comments>http://www.destinationcrmblog.com/2010/02/18/guest-blog-the-accidental-community-gathers-at-the-scrmsummit/#comments</comments>
		<pubDate>Thu, 18 Feb 2010 12:23:00 +0000</pubDate>
		<dc:creator>Brent Leary, cofounder and partner, CRM Essentials</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
		<category><![CDATA[#scrmsummit]]></category>
		<category><![CDATA[@bruceculbert]]></category>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=3322</guid>
		<description><![CDATA[By Brent Leary, cofounder and partner, CRM Essentials
Friday, February 12, 2010
I&#8217;m writing this while on a plane, flying back to Atlanta from Baltimore. I&#8217;m coming back home from BPT Partners&#8217; Social CRM training event that was headed up by Paul Greenberg (aka The Frientor of CRM). The event was held in Herndon, Va., a stone&#8217;s throw [...]]]></description>
		<wfw:commentRss>http://www.destinationcrmblog.com/2010/02/18/guest-blog-the-accidental-community-gathers-at-the-scrmsummit/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>GUEST-BLOG: Defining and Refining Social CRM at the #SCRMsummit</title>
		<link>http://www.destinationcrmblog.com/2010/02/18/guest-blog-defining-and-refining-social-crm-at-the-scrmsummit/</link>
		<comments>http://www.destinationcrmblog.com/2010/02/18/guest-blog-defining-and-refining-social-crm-at-the-scrmsummit/#comments</comments>
		<pubDate>Thu, 18 Feb 2010 12:17:17 +0000</pubDate>
		<dc:creator>Mike Fauscette, Group Vice President, Software Business Solutions, IDC</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
		<category><![CDATA[#scrmsummit]]></category>
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		<category><![CDATA[Margot Heiligman]]></category>
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		<category><![CDATA[Prem Kumar Aparanji]]></category>
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		<category><![CDATA[scrm accidental community]]></category>
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		<category><![CDATA[social biz]]></category>
		<category><![CDATA[social business]]></category>
		<category><![CDATA[social crm]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[social networking]]></category>
		<category><![CDATA[socialbiz]]></category>
		<category><![CDATA[socialmedia]]></category>
		<category><![CDATA[Soffer]]></category>
		<category><![CDATA[Sullivan]]></category>
		<category><![CDATA[summit]]></category>
		<category><![CDATA[Tamis]]></category>
		<category><![CDATA[thought leaders]]></category>
		<category><![CDATA[Twitter]]></category>
		<category><![CDATA[vellmure]]></category>
		<category><![CDATA[weinberger]]></category>
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		<category><![CDATA[Wurtz]]></category>

		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=3319</guid>
		<description><![CDATA[By Michael Fauscette, group vice president, software business solutions, IDC
Monday, February 15, 2010
Last week, I joined a group of social CRM thought leaders — and representatives from 14 software vendors — for a two-day social CRM summit. The event, led by noted CRM author, blogger, and consultant Paul Greenberg and BPT Partners, was held in Herndon, Va. [...]]]></description>
		<wfw:commentRss>http://www.destinationcrmblog.com/2010/02/18/guest-blog-defining-and-refining-social-crm-at-the-scrmsummit/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<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>
		<category><![CDATA[#scrmsummit]]></category>
		<category><![CDATA[@bruceculbert]]></category>
		<category><![CDATA[@dmyron]]></category>
		<category><![CDATA[@ed_sullivan]]></category>
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		<category><![CDATA[Bruce Culbert]]></category>
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		<category><![CDATA[David Myron]]></category>
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		<category><![CDATA[Esteban Kolsky]]></category>
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		<category><![CDATA[LinkedIn]]></category>
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		<category><![CDATA[Mark Tamis]]></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>Online Collaboration Personified</title>
		<link>http://www.destinationcrmblog.com/2009/12/15/online-collaboration-personified/</link>
		<comments>http://www.destinationcrmblog.com/2009/12/15/online-collaboration-personified/#comments</comments>
		<pubDate>Tue, 15 Dec 2009 15:34:49 +0000</pubDate>
		<dc:creator>Christopher Musico</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
		<category><![CDATA[Acrobat.com]]></category>
		<category><![CDATA[adobe]]></category>
		<category><![CDATA[Brightidea]]></category>
		<category><![CDATA[Buzzword]]></category>
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		<category><![CDATA[customer engagement]]></category>
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		<category><![CDATA[online communities]]></category>
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		<category><![CDATA[social]]></category>
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		<category><![CDATA[WebStorm]]></category>

		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=3236</guid>
		<description><![CDATA[With the explosion of social media, the idea of customer engagement is taking on an entirely new meaning than simply offering a 1-800 number. Adobe, recognizing that it wanted to establish Acrobat.com &#8212; a suite of online collaboration tools &#8212; as a major player in that market, had to turn users into loyal evangelists.
A suggestion [...]]]></description>
		<wfw:commentRss>http://www.destinationcrmblog.com/2009/12/15/online-collaboration-personified/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Long Live the Last-Minute Shopper</title>
		<link>http://www.destinationcrmblog.com/2009/12/10/long-live-the-last-minute-shopper/</link>
		<comments>http://www.destinationcrmblog.com/2009/12/10/long-live-the-last-minute-shopper/#comments</comments>
		<pubDate>Thu, 10 Dec 2009 21:27:54 +0000</pubDate>
		<dc:creator>Lauren McKay</dc:creator>
				<category><![CDATA[destinationCRMblog]]></category>
		<category><![CDATA[America's Research Group]]></category>
		<category><![CDATA[ARG]]></category>
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		<category><![CDATA[Britt Beemer]]></category>
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		<category><![CDATA[discounts]]></category>
		<category><![CDATA[Facebook]]></category>
		<category><![CDATA[Holiday shopping]]></category>
		<category><![CDATA[last-minute shopping]]></category>
		<category><![CDATA[Sephora]]></category>
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		<category><![CDATA[social networking]]></category>
		<category><![CDATA[Twitter]]></category>

		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=3218</guid>
		<description><![CDATA[I don&#8217;t know about you, but I am nowhere near completing my holiday shopping. In my defense, I aim to finish up in Kansas City so as to not travel with too many gifts. Not surprisingly, my email inbox this month has been filling up with releases about holiday shopping statistics. I&#8217;ve been waiting (procrastinating?) [...]]]></description>
		<wfw:commentRss>http://www.destinationcrmblog.com/2009/12/10/long-live-the-last-minute-shopper/feed/</wfw:commentRss>
		<slash:comments>1</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>
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		<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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