SOURCE: Helpstream


September 09, 2009 08:00 ET

Helpstream Unveils Manifesto for Social CRM

Kicks Off Seminal Series Exploring the Future of CRM in a Socially Driven World

MOUNTAIN VIEW, CA--(Marketwire - September 9, 2009) - Beginning today, Helpstream, the leading provider of Social CRM suites and customer service communities, will share its vision for the future of the Social CRM industry through an online blog series from company CEO and Enterprise 2.0 thought leader, Bob Warfield. Each week will feature a new segment on the rapidly evolving Social CRM landscape and introduce new approaches to fusing social Web technologies with customer relationship management.

The rapid adoption of social applications like Facebook, YouTube and Twitter has empowered Web-savvy consumers to take greater control over their relationships with vendors. According to a June 2009 survey conducted by CustomerThink, approximately two-thirds of U.S. consumers believe that companies should ramp up social media usage to identify service and support issues. Helpstream's Social CRM blog series identifies how a new breed of social business solutions are extending traditional CRM to help companies better engage customers.

"The rise of social media has rendered the 'command and control' model of customer relationship management outdated," said Paul Greenberg, CRM strategist and author of "CRM at the Speed of Light." "Consumers are already controlling the conversation through platforms like Twitter and Facebook. Social CRM is a company's much-needed solution for the social customer, and the model for the future of CRM."

"The rapid adoption of social software is causing a major transformation in how consumers engage with vendors," said Bob Warfield, Helpstream CEO. "Helpstream is at the epicenter of this industry transformation and with this series, we will share our insights on where the industry is today, where it's headed and key challenges we face."

The Social CRM Series kicks off today and can be accessed at In conjunction with the series, Helpstream is co-sponsoring an educational Webinar with CRM magazine, at 10 a.m. PDT on September 15. The Webinar, titled "Have We Crossed the Chasm to Social CRM?" will be moderated by best-selling author and thought leader Geoffrey Moore.

About Helpstream

Helpstream's Social CRM solution helps companies reduce overall customer support costs while increasing customer satisfaction and retention. Helpstream integrates social Web technologies with modern customer service and collaboration processes to drive effective customer and partner engagement across all business functions. Helpstream's SaaS design makes it fast to deploy, easy to use and affordable. The service can be deployed as a complete customer service system or as an integrated self-service and community case resolution complement to existing CRM systems. More than 200 customers and 500,000 users access Helpstream regularly to share information and discover solutions to everyday customer service problems on the Web. Helpstream is headquartered in Mountain View, Calif. For more information, please visit or follow us on Twitter at

Contact Information

  • Media Contact:
    Amy Neal