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  1. Frank Strong
    July 14, 2010 @ 7:03 pm

    Another great post Deirdre, certainly from a PR perspective there’s a lot of overlap with customer service. The social CRM leaves me with three strong inclinations that 1) PR’s role has expanded to simply “problem solving” 2) this expanded role has given PR increased credibility at the strategy table and 3)the overlap is universal – PR is doing some sales, some support, etc. while those functions are also doing some PR. It’s hybrid as you’ve suggested before!

  2. Deirdre
    July 14, 2010 @ 7:54 pm

    Hi Frank! Thank you and you’ve hit the nail on the head. Great insight and this is truly an exciting time for PR professionals 🙂

  3. Hugh macken
    July 16, 2010 @ 11:06 am

    Terrific interview. Jacob does a good job of laying out the problem scrm is trying to address and how e 2.0 ties in as well. I found the reference to the USC study and pr’s role in budget decisions to be especially interesting. I am going to look for that study. I’d be curious to know what social crm technology Jabob has seen working well for his clients. Are they any he recommends that do a good job of *integrating* with Enterprise 2.0 tools to provide at any given time complete individual and aggregate profiles of customer conversations across the social web and privately within the “walls” of the enterprise (emails, phone conversations, in person meetings, etc)? Jacob might make for an excellent guest for #prstudchat

  4. Deirdre
    July 16, 2010 @ 9:52 pm

    Hi Hugh! Thanks again and I’m really glad you liked the interview with Jacob. The study you mention sounds really interesting. And, thanks for a great idea. He would make a terrific guest!

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