Don Peppers and Martha Rogers wrote a post the other day about CRM, SCRM and VRM. The gist of their argument is that SCRM (social customer relationship management) is an oxymoron, and that VRM (vendor relationship management) is the next big thing in the expanding universe of relationship management.
It's a great post, but lots of us still have faith in the basic idea that SCRM is the logical extension of CRM. I think you can make a pretty good case that the convergence of cloud, mobile and social computing is simply enabling the "next generation" of CRM, and that some of us are calling that next generation "SCRM," perhaps for lack of a better term.
Then again, maybe the term "SCRM" is too silly, and we should just call it "CRM II."
In my role as a "thought leadership content provider," I tend to consume a lot of books. That's one of the many things I love about my job. I've always loved reading, and as long as my vision lasts (quick cut to Burgess Meredith dropping his glasses in "The Twilight Zone"), I'm cool!
Last year, when I had fewer assignments (i.e., less work and more time), I had a chance to read some classics that I'd overlooked in college, such as "The Charterhouse of Parma" and "The Red and the Black." They are both terrific, and I recommend them highly, especially to all of you writers out there. You get the strong impression that Stendhal didn't have much patience for second drafts -- he just writes, and if you like it, fine. He reminds me of Hunter Thompson!
Today, I'm reading yet another book recommended to me by my former colleague and visionary marketing guru, Don Peppers. Don suggested that I pick up a copy of "The Rational Optimist" by Matt Ridley. I did, and it's a wonderful book. It validates a lot of my late-night ruminations about the evolution of culture and society, and Ridley offers a believable explanation for why humans don't behave like other mammals. So I'm passing along Don's recommendation. You'll enjoy Ridley's book -- it's rationally optimistic!
I interviewed Don Peppers last week for my upcoming book on corporate social media strategy and I wanted to pass along Don's recommendation of Yochai Benkler's great book, "The Wealth of Networks." Benkler offers a detailed analysis of the economics driving the "networked information economy" and it's worth reading for anyone involved in Internet-based publishing. As an old newspaperman, I was especially fascinated by his explanation of how the Internet has fundamentally replaced the printing press and why the concept of "intellectual property" is already dated. I find the book absolutely brilliant. Don, thanks!