In yesterday's blog entry on Sage, I ventured a first take on a definition of CRM 2.0 that wasn't a technology based definition, much like I did in 2003 when I came up with my definition of CRM 1.0. So if you didn't want to read the long entry about Sage (though you should. Interesting), but are intrigued by the idea of a definition, here are the two CRM definitions side by side, though I've already made a change from yesterday.
CRM 1.0 (2003):
"CRM is a philosophy and a business strategy, supported by a system and a technology, designed to improve human interactions in a business environment."
CRM 2.0 (2008):
"CRM 2.0 is a philosophy and a business strategy, supported by a technology platform, business rules and processes, designed to engage the customer in a collaborative conversation to improve human interactions and provide mutually beneficial value in a trusted and transparent business environment. It is the company's response to the customer's ownership of the conversation."
Okay, its still a little awkward, but its a start and we need to do this. I'm going to take it to the CRM 2.0 wiki and keep the discussion running on these pages. Let's go, brothers and sisters. Time to engage! Do it here and join the wiki. But let's have that chat.
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