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In the words of the Dick Vitale of the CRM space, Paul Greenberg “No ‘baby!’”- From the definition of CRM 2.0 “CRM 2.0 (Which I like to call SocialCRM) is a philosophy & a business strategy, supported by a technology platform…” There is more, but I want to keep the focus. What ever CRM 2.0 is, really, is defined by the needs of  your business, it simply needs to be supported by technology and the platform is Cloud. What that means is that your optimal solution is almost definitely more than one product. The products and the services surrounding the solution does not define technology, they use it.

Information travels through unexpected channels, at speeds which make your head spin at times – you need to be prepared to act on it. You need a way to stay ahead, and in touch with your customers and prospects. This later point is simply that the combination of speed of information combined with Marketing hype makes things look bigger than they are.  Just like March madness, if I take all of those regional games and create a buzz, and put them on ESPN, ESPN2, ESPNU….suddenly you feel like you are missing out, if you do not watch the game!

As part of putting together this series, I used Twitter and TwitterDeck to search and watch (think stock ticker) through various categories (#cloud and  #SaaS for example). Twitter is more personal than Blogs, and people let  you know what they feel –there are lot of people with opinions. Twitter itself is going to be an incredibly important part of CRM, Social CRM and Social buying. No question! Facebook will certainly play in this space as well. The key here is to be able to stay on top of these fast moving channel – without having to stare at them like a ticker!

BTW – I know that I will catch a lot of grief for mentioning Vermont twice in this series – poetic license. I was also trying to think of a creative Dick Vitale type quote, though that may not end up being politically correct L!