The CRM Software Guide

March 29, 2007

THU 29 MAR 2007

What is the definition of CRM 2.0? By Tom | no comments Tags: crm 2.0; crm software; hosted crm; on demand crm; web 2.0; web based crm

 

What is the definition of CRM 2.0?

In recent months, the buzz word “WEB 2.0” has been circulating heavily in the IT industry. This term is typically used to describe any online product or service that is being offered in a totally new fashion than before.

For Instance, in the Web 1.0 era, people used to have personal web pages, now they have BLOGS. In web 1.0, customers used to rely on forums to review products; with a web 2.0 mindset, you let them review your products on your web site.

In WEB 1.0, we used to edit our excel sheets on our desktops then upload them to a document management system online, now we use an online Spreadsheet tool, where we create, edit and share documents with anyone anywhere.

But since CRM already went online 5 years before we invented the term web 2.0, it is no longer CRM 2.0 we are talking about or is it? It's CRM 3.0!

Lets just stick with CRM 2.0 for a second though. How could you define the term CRM 2.0?

CRM 2.0

In my opinion, AJAX-style GUIs are your first hint a CRM system is 2.0 compliant. AJAX stands for Asynchronous Java Script, and is a newly coined term to describe a technology that is at least 9 years old. Anyways; basically when you are using a web based application; you don't need to refresh the pages in order to update the content.

What this means, is a lot less clicks to accomplish the same job. It also means your web based app will act more like a desktop one without the usual annoying page refreshes.

Other elements of a CRM 2.0 compliant CRM software tool is collaboration. If the CRM system offers an integrated instant messenger that facilitates communication amongst employees, customers and partners then it is sealed CRM 2.0 Compliant.

Enterprise Mashups:

If a CRM system offers a web services API and point-and-click tools to build mashups, then it is CRM 2.0 Compliant. For example, when I view a customer Account in the CRM system, I could also view a Google Map of their location, as well as a Stock chart of their public company, weather information, etc.

If an on demand CRM system uses COMET style real time messaging in the workflow engine then it is CRM 2.0 Compliant. COMET is a new term for another old technology where the online user would keep a constant connection with the server; allowing the server to send real time alerts and messages without depending on users to click or refresh the pages to see alerts.

I could go on and on, but I think this is a good work frame for CRM 2.0

Get updates via email:

Subscribe to this site:

Bookmark this page: