I've been reading most of your Social CRM related posts for the past couple of months and I wanted to compliment you on how you seem to be able to cover all the bases pretty well.. I specifically like how you tie Social CRM in typical Social Business or E20 topics.

That's for the general kudos, know for some comments on the above post.

I like how you see community managers as Customer managers, although I believe Customers are not the kind of people that like to be managed, and will not allow to be managed.. Another suggestion could be: Customer Segment Manager. This would take into account the fact that not all Customers want the same and that a Company can best build/leverage communities of people around the same ” object”. In my terms this “object” would be the “job a customer wants/needs to do”. By example: Nike running is a very popular online (and offline) community because it centers around the Customer's “job” of running and sharing.

I also think that the role of the community manager should not be limited to the online community. When one takes/has responsibility for a Customer segment, one needs to have it across all channels and products.. A good read that ties into the Customer Management discussion, in the same issue of HBR as the article you mentioned above, can be found here: http://hbr.org/2010/01/rethinking-marketing/ar/1

Enough said. Good post. I'll keep reading & please let me know what you think.

Wim Rampen
@wimrampen on Twitter