When I go to CRM conferences — and I go to many — one of the things I relish is the opportunity to speak to leaders about thinking surrounding social CRM. That group is not limited to the pundits and authors most closely associated with SCRM; it also includes users at these events who have reached the decision to fully embrace it in their businesses. I leave these events filled with excitement for the next great leap ahead in customer engagement, the next breakthrough for sales people, and the next — or perhaps first — revolution in how we render customer service.
Thanks for this thought-provoking post.
Do you see CRM and Social CRM as inhabiting parallel worlds or is SCRM a part of the former?
I think there are many businesses embracing SCRM (whether their approach is structured or not is another question) whilst skipping traditional CRM, in other words building up a great source of knowledge about their publics, but without the tools to leverage this. I guess this approach is the same as the one you mention about people struggle to come to terms with the discipline of CRM.
Would you say that the best course of action would be to
a. establish a firm CRM strategy and
b. use this to capture SCRM
Or as mentioned at the start are they two seperate beasts?
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Social CRM vs. the Unimaginative, the Unmotivated and the Skeptical
Posted by: Christopher J. Bucholtz March 29, 2012 05:00 AMWhen I go to CRM conferences — and I go to many — one of the things I relish is the opportunity to speak to leaders about thinking surrounding social CRM. That group is not limited to the pundits and authors most closely associated with SCRM; it also includes users at these events who have reached the decision to fully embrace it in their businesses. I leave these events filled with excitement for the next great leap ahead in customer engagement, the next breakthrough for sales people, and the next — or perhaps first — revolution in how we render customer service.
Do you see CRM and Social CRM as inhabiting parallel worlds or is SCRM a part of the former?
I think there are many businesses embracing SCRM (whether their approach is structured or not is another question) whilst skipping traditional CRM, in other words building up a great source of knowledge about their publics, but without the tools to leverage this. I guess this approach is the same as the one you mention about people struggle to come to terms with the discipline of CRM.
Would you say that the best course of action would be to
a. establish a firm CRM strategy and
b. use this to capture SCRM
Or as mentioned at the start are they two seperate beasts?