This is an architecture I came up with to explain a Social CRM solution. There are a lot of details left in the abstraction I had to use. I leave that to be worked out by the reader.
Is this architecture in alignment with what you view as a Social CRM solution? Is this achievable? Please let me know. :)
Update:
@mjayliebs, VP, SugarCRM, was kind enough to point out that I did not do a good job with the arrows. I will request the reader to consider a two-way arrow between the ext. systems (user components) & service/case mgmt boxes (traditional crm systems), until the time I am able to update the diagram & upload it.
Update 2:
I have posted the updated version of the above diagram on Flickr as well as Friendfeed. An explanation of the updated diagram is provided as a slideshare presentation in another post in this blog.
This feels along the lines I have been thinking about Social CRM. Looking forward to seeing the integration of Social Media with CRM platforms and the outcry / response in terms of privacy. This feels like an opportunity for the Social Networks to create new, powerful business models. How much would a corporate pay for a click through with automatically referred, qualified contact detail versus a Google Adwords clickthrough?
ReplyDeleteThere is opportunity for CRM tools which enable corporate to manage and workflow all of this effectively. Currently too many disperate tools.
Thank you for the comment Jonnie. :)
ReplyDeleteI guess the privacy & terms of use policies will be in for a major overhauling across various social media & networking sites.
I did a short piece on that in this blog: http://scorpfromhell.blogspot.com/2009/03/are-they-really-social.html
I too look fwd for better support for Social apps in CRM. However, I would like to see tighter integrations of the various social tools with the CRM systems but not include the social tools into the CRM systems themselves. :)