If you are reading blogs and articles about social media, you have probably come across what brands are calling the next evolution of social media, Social CRM (SCRM).  Even within our Trone blog, Doug Barton wrote a post entitled “Social Media and CRM: Which Will Survive” , where he discussed Dove’s Ambassador program that combined both social and CRM initiatives to drive brand experience and loyalty.

At the LiNC 2010 Conference in May, experts discussed Social CRM and where it’s going.  Paul Greenburg, a leading CRM expert, was interviewed to  discuss the changing dynamics.

He quickly points out that companies are not yet aligned for the changes that this marketing shift can cause within their organizations.  Very few companies deliver a consistent experience across all of their social media touchpoints. Do you know any companies that are poised for each employee to embrace every single customer touchpoint?   As we emerge into the 2011 planning period, all companies should be thinking about what they are doing to deliver one-to-one, relationship-building experiences with their customers.

I still remember where I was when I heard about Elvis Presley’s death – in the car with my cousins.  The DJ came on the air and reported, “Elvis Presley is dead,” and then proceeded to play a song.  By the time I heard the “news” he had likely been gone for several hours.  Likewise, when Dale Earnhardt crashed and died I heard the news from a neighbor involved in the racing industry about 2 hours after his crash.  When Michael Jackson died the world knew literally within minutes.  The tweets were flying before his body had left the home.