This document discusses business-to-community relationship management solutions. It outlines the drivers for social computing including the social web and enterprise 2.0. It describes challenges around the dynamic nature of social media. The document then presents existing B2CRM approaches and patterns before detailing the architecture of an on-premise B2CRM solution including integration with line of business systems and analytics. It emphasizes community engagement, aggregation of data, and integration into existing systems.
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Community Relationship Management
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2. Enterprises Going Social Community Relationship Management Social Computing for Businesses beyond the four walls of the corporation Christof Sprenger, [email_address] Platform Architecture Team Microsoft
27. Enterprise Social Computing - Solution Framework Desktop Browser Mobile Enterprise Portals Enterprise Social Computing Clients Web Communities Non-Affiliated Communities LOB Systems ECM BI LOB Integration Portal Framework Web Community Sites WCM … BPM Enterprise Search User Profiles … Customers Partners Enterprise Productivity Services Social Services Enterprise-to-Community Services EMM Enterprise Social Computing Platform
28. Business-2-Community Relationship Management On-Premise Solution Communities Employees Content Authoring & Management Administration Analytics Office Clients Windows .NET Framework SharePoint Server B2CRM Services LOB Systems AuthN AuthZ Community Content Management Community Intelligence Administration Community Networking Content Mgmt Business Intelligence LOB Integration Portal Metadata Mgmt 3 rd Party Social Networking Services 3 rd Party Social Media Services B-2-Community Portal SharePoint Portal SharePoint Portals