Connections Planning. What is it actually?

Oktober 20th, 2009 • Comments Allgemein
Tags: Agencies, Analytics, Connections Planning, CRM, Definition, Ideas, Media, Planning, Presentation, Social Influence Marketing, Strategy, Tools, Trends

Since the beginning of 2009 my employer Neue Digitale / Razorfish has integrated all strategic disciplines in one Connections Planning team. As Social Influence Strategist I am part of it together with with different strategic backgrounds. I admit, I did not always feel comfortable in properly defining the different Planning Concepts. And the rather ‘new’ Connections Planning idea adds just one more label to the different strategic disciplines which can exist in an agency.

Our concept of Connections Planning integrates the work of Account and Brand Planners as well as Media and Analytics, and Social Media. Its core idea is to engage customers where they are and not by putting the customer’s media use into the center of attention. Its goal is to use the strength of data-driven marketing activities and integrate all other disciplines to strategically interact with the user and maximize value for all stakeholders.

Connections Planning is a young term. And there are some definitions around and some agencies might find different approaches for the same term. The reason for this post is, I found two interesting decks lately which revolve around the term ‘Connections Planning’. And both are pretty insightful and definitely worth to take a look at.

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Social CRM. Ready for action?

Oktober 11th, 2009 • Comments Business, CRM, Strategy
Tags: Business, CRM, Future, Prediction, Social Business Design, Social CRM, Social Influence Marketing, Strategy, Tools, World

While we are talking way too much about real vs. not so real Social Media Experts, definitely too few people debate about what social might contribute to the value of business-client-relationship. I believe the question how CRM will evolve is absolutely crucial for what lies ahead in social. While we have to answer questions about Social ROI (which does not always make sense), all too often we really seem to care too little about customer relationship in a social era. In this post I would like to give a very brief introduction on the topic and discuss the question whether traditional CRM decentralizes itself or if we can integrate Social CRM in traditional tools.

What is Social CRM?
Social CRM is a term which evolved over the last couple of years as extension to the classic understanding of the different forms of traditional CRM. While CRM describes an “information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized and efficient manner” (via Marios Alexandrou), Social CRM can be seen as the next step in a world which is more and more decentralized.

According to CRM maven Paul Greenberg Social CRM (SCRM) is:

CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.

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