Whenever I talk about CRM to people who aren’t CRM experts, I find the discussion devolving into an examination of the real common denominator in all of this: the human aspects of doing business. The “R” of relationships resonates far more strongly with people than the “M” in management, and for good reason. It’s a similar thing for social CRM. When I talk to my peers, the conversations are often tactical — how do we use social to find leads? To provide service? To build information for sales?
Excellent post Chris. I have always been an ardent follower of your views in CRM space.
Very true, you have said about only 4% of unhappy customers responding, and very few happy customers ever make a point to show their 'delight'! Hence we see the Pizza Hut "Are you satisfied" bell at the door for customers to ring and such other CRM initiatives by companies to catch the customer delight. Another way to handle this is by 'co-creating' values with the customer, through Social Media channels. More views on this can be found in my colleagues blog on Social CRM strategies @ http://bit.ly/lUQ7yB
Regards
Bappaditya
Marketing, Infosys
Excellent post that may have missed the opportunity to state it in even "planer" English -- transactions (which are mechanical and quantifiable) are managed, relationships are not. Relationships arise between people and people are organic, living and emotive and deserving of a level of respect that precludes the idea of management.
In relationship integrity is your best friend. Practice the highest possible integrity and relationships will be healthy without any management. Healthy relationships mean healthy business.
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Seeing Yourself Through Others' Eyes, Social CRM-Style
Posted by: Christopher J. Bucholtz July 14, 2011 05:00 AMWhenever I talk about CRM to people who aren’t CRM experts, I find the discussion devolving into an examination of the real common denominator in all of this: the human aspects of doing business. The “R” of relationships resonates far more strongly with people than the “M” in management, and for good reason. It’s a similar thing for social CRM. When I talk to my peers, the conversations are often tactical — how do we use social to find leads? To provide service? To build information for sales?
Very true, you have said about only 4% of unhappy customers responding, and very few happy customers ever make a point to show their 'delight'! Hence we see the Pizza Hut "Are you satisfied" bell at the door for customers to ring and such other CRM initiatives by companies to catch the customer delight. Another way to handle this is by 'co-creating' values with the customer, through Social Media channels. More views on this can be found in my colleagues blog on Social CRM strategies @ http://bit.ly/lUQ7yB
Regards
Bappaditya
Marketing, Infosys
In relationship integrity is your best friend. Practice the highest possible integrity and relationships will be healthy without any management. Healthy relationships mean healthy business.
Much Peace,
Jim Moore, CEO Mystic Media Dot Com, Inc.