New Release 2.0 on Next-Generation CRM ... and a New Installment of Our Facebook Application Platform Report - O'Reilly Radar

New Release 2.0 on Next-Generation CRM ... and a New Installment of Our Facebook Application Platform Report - O'Reilly Radar: "In this month's Release 2.0, we consider the next generation of customer relationship management (CRM) and the search for an all-in-one-place inbox and address book.

Helge: I see.

We need some sort of universal inbox and address book because it's not just email that we're neck-deep in nowadays. Once you've figured out a way to organize one means of input, there's another one. Are you up-to-date on all the RSS feeds? Your Facebook friends? Their Twitter tweets? In recent months, we have started to see high-profile attempts to create universal inboxes from two different directions: online social networks and CRM systems.

Helge: I agree with the importance of

As the need to store and organize more information grows more acute, both online social networks and CRM systems have grown dramatically in membership and in the amount of information stored and shared. There are millions of people who have accounts on both social networks and CRM systems, but of course our needs and expectations on these systems differ. Your contact record in someone's Siebel system identifies you as a current or potential customer; your contact record on MySpace may identify you as a folk singer or stand-up comedian. There are good reasons for keeping this information separate, but it is difficult to maintain multiple personalities on..."
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