To close out my year, and this year's blog entries, I did something appropriate to a man of my age (57) and stature (none). I took the Superhero Personality Test, which I learned about at TechCrunch. Michael Arrington, TechCrunch owner, guru and technology maker/breaker, had taken it and turned out to be Green Lantern (Hee. Hee) and said he wished he were Spiderman or Batman. Well, even though he has about 200 million times the readership I do, I WAS Spiderman (75%), Mr. "Green Lantern" Arrington. You can see my results here. Something that befits a 57 year old bespectacled former campus radical (by the way, my friend Mike S., I actually met John Sinclair and his White Panthers several times in my fabulous youth...).
You are Spider-Man
|You are intelligent, witty,
a bit geeky and have great
power and responsibility.
Okay, enough frivolity. I mean, whoever heard of levity during the holiday season? This is no time for fun and parties, this is time for grave reflection. Hmmmmm.
Okay, when I open up the blogdoors for 2007, I'm declaring it the year of CRM 2.0 - and I'm going to make a big promise. The vendors will hear from me all year about it as will the practitioners. No more pretend CRM for anyone. We are going to treat the customers as collaborators - as part of our extended value chain - not a subject of its activity - but an active part. I'll start 2007 with a revamped definition of CRM or, rather, a definition of CRM 2.0.
So, to close 2006 two things:
First, here is the definition of CRM that I've been making my career from for the past 4 years. I came up with this in 2003 in my Reality Check column for CRM Magazine and never looked back. It's served me well but its time for an overhaul.
"CRM is a philosophy and a business strategy, supported by a system and a technology, designed to improve human interactions in a business environment." Here's the online link to the story I mentioned it in: "A Commonwealth of Self-Interest"
Not bad, still pretty relevant, just no longer good enough. Though I don't have a new definition yet either. Hopefully, in the next couple of days I will have one with a number of announcements to support it. If not Jan 1, then Jan 2.
So that's number 1.
Number 2 is a bit simpler.
Happy New Year Everyone!
Thank you very much for reading the blog however frequently you did for the past two years.
See you in a couple of days.