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Where does PR fit Within Social CRM?

Posted by on June 22, 2010

Last week I had the pleasure of presenting at PRSA in New York (thanks Deirdre!) and while my original presentation was supposed to be around community building for PR professionals I decided to mix things up a bit and talk about where PR fits within Social CRM.  I actually did this for a few reasons; first of all I thought it would be something different and valuable to PR professionals as it gets a bit old and boring hearing some schmuck talk about social media tools and best practices.  Second I did it for myself, selfish I know, but I’ve been thinking about where PR fits within the SCRM landscape and wasn’t too sure so I thought I’d task myself with figuring it out.

I think I did a pretty decent job at presenting the concept and the information but of course there is always room for improvement and I’d love your feedback, especially from the PR pros and the SCRM masters out there.  I got a lot of great feedback from the PR pros in attendance which was great because prior to my presentation I asked how many folks were familiar with SCRM and only a small handful raised their hands, which made me a bit nervous because I had one hour to present a new concept and then explain where PR fits within that concept!

Of course, I also made a point to include my horrible experience with American Airlines and went on a 10 minute rant about them which the audience seemed to thoroughly enjoy (I really wonder how much I have cost them in sales).

Please let me know what you think!

View more presentations from Jacob Morgan.
  • Jacob sorry but i write in spanish!
    Acabo de leer con sorpresa tu post y debo decirte que existen algunas impresiciones en tu concepto de PR pues existen varios textos donde señalan que las PR buscan una adecuada comunicación entre los públicos de una empresa. Esto significa una retroalimentación o feedback. Entonces basados en ese concepto conocido de PR (lee a James Grunigy sus 4 modelos de PR) podemos decier con total acierto que los medios de comunicación social son una herramienta de comunicación efectiva para la empresa. Porque nos ayuda a mejorar la comunicación con los stakeholders y generar, de esta manera, una buena imagen y reputación.

  • Great presentation. I think the “bucket” slide says it all really!

  • Social
    Networking sites really makes a lot of things in any field of business
    around the world. Most specially for those companies that didn’t require
    any targeted areas to will serve to.

  • SEO

    It is interesting to know how PR will work within the
    process of the SCRM. Perhaps attending one of these presentations will help enlighten
    people on how this will work since your blog did not discuss it much.