Checking Business Exchange”s The Social Media Big Picture for Business

Source: from Bob Warfield 2009/9/15

Our first two articles in our Seminal Series on Social CRM make it clear that the world—in terms of customer engagement—has dramatically changed. Customers are ready to engage their vendors on a social platform. Likewise, vendors need to understand the importance of such engagement and the necessity to do it well. There is, however, still a bit more groundwork to be laid before we dive in to how that is going to work.

You’re presumably actively reading everything you can get your hands on regarding social media. It’s important to provide some context and understanding at a “big picture” level about how this all fits together. For example, what is the difference between social media, Web 2.0, Enterprise 2.0 and Social CRM?

Here is a handy reference to make the distinctions more clear:


Social media started out broadly spanning the Web among consumers. The term Web 2.0 was coined by Darcy DiNucci in 1996. She wrote:

The Web we know now, which loads into a browser window in essentially static screenfulls, is only an embryo of the Web to come.

To be continued at


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