Yesterday’s post on Social CRM vendors not walking-the-talk raised awareness of this nascent space. However not everyone was thrilled with the effort, as CTO John Moore gave us an A for effort but a C- for results, and Kim Kobza, the CEO of Neigborhood America (they were an early adopter) left a comment on John’s post suggesting we missed the mark. Although we stand by our scoring, both John and Kim are right, our evaluation yesterday was only on a small subset of the industry, but a manageable starting ground, as we continue to unearth the variety of players.
For a few years ago, I’ve created what I call my posts called the Industry Index (see all) lists to track companies in any particular vertical, it helps me, vendors, and buyers to track the space. I expect this space to rapidly increase in size as social channels will be bolted onto CRM vendors, and many brand monitoring and community platforms are adding workflow, triage, capabilities. The purpose of this list is to quickly capture the vendors participating in this space, and to acknowledge those that were not on yesterday’s review, I expect there to be many more vendors who leave a comment, which we can quickly add to this list.
We owe it to the market to try to include as many as possible, although it’s going to be very difficult as this space quickly grows. So first, let’s try to put some scope on the space. Let’s work together to create the first industry index on this emerging space, I’ll need your help.
Social CRM Definition
We prefer Paul Greenberg’s definition of Social CRM, which he summarizes as:
“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.” (also read his 2009 review of this space on ZDnet)
It’s a broad definition, but the key criteria he lists out are enough for me to go on, let’s start the index.
List of Companies Providing Social CRM Offerings:
Traditional CRM Vendors offering Social Integration
- Microsoft Dynamics: Partnered with Neighborhood America
- Oracle Siebel Social CRM: Promises the ability to provide insights based on the buying behaviors of similar customers, as well as shared content to be used between sales teams.
- RightNow CRM: Offers several features in their suite such as Support Communities, Innovation Communities, Cloud Monitoring, and Social Experience Design
- Salesforce: Offers acces to Social Networking like Facebook and Twitter. Salesforce, like SAP is importing the Twitter “firehose” feed, and has offered social features like Q&A, and social networking like Chatter, and has lightweight LinkedIn integration.
- SAP CRM: Imports the Twitter firehose feed, and
- Sugar CRM: Offers “SugarCRM Cloud Connectors connect via Web Services to leading third-party data service providers such as Hoover’s, JigSaw and LinkedIn”
Community Platforms Offering Social CRM
- Jive Software: Community Engagement, offers data integration from Radian6, encouraging management of the discussion.
- Leverage Software: I recall that Leverage offers built in integration with Salesforce, but I was unable to find it on their site.
- Lithium Technologies offers the Social CRM Suite offering features such as Community Applications, Reputation Engine, Actionable Analytics, CRM Connectivity, and Social Web Connectivity.
- Neighborhood America: Has had a partnership with Microsoft Dynamics, read press release, (they were early on in March 2009) and commentary from Paul Greenberg on ZDNet.
Brand Monitoring Offering Social CRM
- Radian 6: Offers brand monitoring tools that allow tools to discuss (Conversation Sidebar), triage, and manage disparate conversations, see Dave Fleet’s write up.
- ScoutLabs: Offers teams workflow ability to discuss social interactions.
- Visible Technologies: Offers CRM like features that allow teams to track, manage, triage, social conversations. Read Jason Falls take.
Social Media/Twitter Clients
- Helpstream: Offers tools that allow customers to submit questions to each other, with integration into SalesForce in addition to community driven knowledge centers. see video.
- Parature: Offers chat-like features for support reps to interact with customers, then measures sentiment.
- Get Satisfaction: Is an off-domain (all the support is done on their site –not yours) community that now offers premium features that offer ability to manage discussions.
Sales 2.0/Social Graph Aggregation
- ACT!: This barely fits the scope of social crm, but ACT! allows a single individual to manage multiple types of information, including social, however if this product was extended across an enterprise, it fits the quota.
- Gist: Offers a way to track the social behaviors of your customers and prioritize.
- InsideView: Offers some unique offerings that mine a business social graph to provide alerts as a plugin to traditional CRM systems, Watch this lengthy demo.
- Xobni: This cleverly named (opposite of inbox) Outlook plugin scrapes your social graph and most frequently emailed contacts improving email utility. This barely falls within the scope of social crm, but if the data was able to export to other systems, it could start to apply.
- Appirio: Offers the ability for companies to create applications on Facebook which then marry data back to Salesforce, called Cloud Connectors.
Not on this list? Leave a comment, justification why you fit in Paul’s definition with a link to your site explaining more, I’ll take a look and add to it, please be patient while I review.