What are the Social CRM requirements for the implementation of complex event processing, business process management, business rules, workflows, data integration, and process orchestration among disparate systems? Are they different from traditional CRM requirements? Expert question from ITToolbox http://tiny.cc/hvswv

2. Social CRM Data, Process, System Integration Social CRM IT and process integration is mostly limited to departmental and manager activity and mention (topic) alerts. (note: majority of social CRM systems, comments, etc. exist outside company control) While companies, their agencies and BPOs (outsourcers) may participate in social networks through comments, remarks, suggestions and particpate in varying capacities a)identified as company representatives, b) surrogates c)anonymously/masked d) contacted fans, subject matter experts, bloggers; it is rare that social networks interact directly with internal systems.

5. BPM for CRM should use sensors and persistent testing for solutions to automatically assemble best performing message and processes achieving continuously improving business and customer outcomes.

6. Background: CxC MATRIX = CRM CRM defined from customer’s perspective using every possible customer contact with a product, service, brand, affiliate, community. Axis: customer life stages x customer defined channels

7. Customer Strategy Executive Michael R Hoffman [email_address] http://www.linkedin.com/in/mrhoffman http://it.toolbox.com/blogs/think-like-a-customer/ [email_address] http://www.amazon.com/Michael-R.-Hoffman/e/B003C0M7JM/ref=ntt_athr_dp_pel_1 http://twitter.com/mrhoffman