Those who cannot remember the past are condemned to repeat it, wrote George Santayana, and if you’ve covered technology as long as I have, you know that the cycles of repetition become shorter with each passing year. When it comes to CRM, we’re seeing it again in the form of social CRM: companies are making the same mistakes they made at the start of the CRM era. Does no one look to the past? Or do they see SCRM as such a revolutionary leap forward that the past no longer applies?
Christopher,
Thanks for the great article. Like with all business models, companies need to ultimately see the ROI on their Social CRM investment. A comprehensive Social CRM program, one that provides customer profiling, customer retention tools, social monitoring tools, event outreach capabilities and customer recruitment tools will give an organization the ability to have a 360-degree view of its customer base. It will also deliver the critical data it needs to nimbly shift its CRM efforts to meet the direct needs of those customers.
Sane advice; especially on starting small.
Too bad, most people we meet disregard the advice. From a current situation of "no software/ no automation" they want to move to a situation where they have a software controlling, tracking, monitoring every little thing their sales guys do- and of course link it with accounting, payroll, ERP... not kidding.
I have not seen any of those engagements result into a successful CRM implementation. Does not stop anyone, though.
Thank you for your thoughts!
Social CRM integration is an extremely useful tool and if utilized correctly a businesses ROI could increase significantly.
Social media is crucial for brand marketing and the ease of access from all employees, will only increase communications and effectiveness.
Social media allows customers to interact and offer suggestions, as well as allowing the business to attend to the immediate needs of the consumer.
Without social CRM integration, it becomes difficult to access the different social media sites and productivity can decrease.
As a member of the Greenrope family, I have seen the benefits and growth that CRM integration offers and if a business has not embraced this form of technology, they should do so immediately.
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4 CRM Lessons to Apply as You Move to Social CRM
Posted by: Christopher J. Bucholtz August 30, 2012 05:00 AMThose who cannot remember the past are condemned to repeat it, wrote George Santayana, and if you’ve covered technology as long as I have, you know that the cycles of repetition become shorter with each passing year. When it comes to CRM, we’re seeing it again in the form of social CRM: companies are making the same mistakes they made at the start of the CRM era. Does no one look to the past? Or do they see SCRM as such a revolutionary leap forward that the past no longer applies?
Thanks for the great article. Like with all business models, companies need to ultimately see the ROI on their Social CRM investment. A comprehensive Social CRM program, one that provides customer profiling, customer retention tools, social monitoring tools, event outreach capabilities and customer recruitment tools will give an organization the ability to have a 360-degree view of its customer base. It will also deliver the critical data it needs to nimbly shift its CRM efforts to meet the direct needs of those customers.
Too bad, most people we meet disregard the advice. From a current situation of "no software/ no automation" they want to move to a situation where they have a software controlling, tracking, monitoring every little thing their sales guys do- and of course link it with accounting, payroll, ERP... not kidding.
I have not seen any of those engagements result into a successful CRM implementation. Does not stop anyone, though.
Social CRM integration is an extremely useful tool and if utilized correctly a businesses ROI could increase significantly.
Social media is crucial for brand marketing and the ease of access from all employees, will only increase communications and effectiveness.
Social media allows customers to interact and offer suggestions, as well as allowing the business to attend to the immediate needs of the consumer.
Without social CRM integration, it becomes difficult to access the different social media sites and productivity can decrease.
As a member of the Greenrope family, I have seen the benefits and growth that CRM integration offers and if a business has not embraced this form of technology, they should do so immediately.