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Top : Social CRM: With the emergence of social networking and the use of social media platforms for customer service, there is now a discussion of customer relationship management via social network channels.
Articles:
Social CRM: Strategy, Technology or Passing Fad? | CustomerThink- by Bob Thompson
With all the chatter that has been stirred up in recent weeks, it's clear that "Social CRM" is a hot topic. It's less clear what we're all talking about.
I'm confused. Should I put a stake in ground, an oar in the water, or a finger in the air. (No, not that finger, the one to test the wind direction.) For now, I'll have to settle for this post!
My personal view is that Social CRM is the integration of social media and CRM. Literally: Social + CRM. If you don't have both, you don't have Social CRM. Simple.
(Added:
25-Nov-2009
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Oracle's cle's "Social CRM" is Just Lipstick on a Pig- by Bob Thompson
Sadly, no. Instead, Oracle promotes a vision for "social CRM" that sounds like sales automation with Web 2.0 features. Oracle's Stephen Fearon, VP of CRM On Demand & CRM Sales Development, defined social CRM in a recent podcast as "Web 2.0 techniques and networking techniques being applied to a business application."
Fine, now reps have an updated user interface on their SFA tool, and can network with each other. That's it?
(Added:
25-Nov-2009
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Customer Relationship Management:Back to CRM Basics: Why Social Media-CRM can wait!- by Sinoi Daniel Mathai
Ever heard of Arena X-Glide, polyurethane swimsuits? Or of the 16 world records broken in the recently concluded swimming World Cup? They share an uncanny resemblance to our own superstar, Social CRM!
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8-Jan-2010
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Social CRM - a dead end?- by Axel Schultze
I love Brian Solis statement: "Take the C out of the sCRM". As our networks grow exponentially, we also may need a good tool, but we need a tool that helps us with the actual relationship - not with the data we aggregate.
Social Relationship Management as it is is currently defined may be a solution to the problem as it focuses on the relationship - not at the data. Interesting discussion. Be sure to read the comments.
(Added:
16-Dec-2009
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Social CRM: Not Your Father’s Customer Relationship Management | Small Business Trends- by Brent Leary
Social CRM adds a whole new dimension to the traditional view of customer relationship management. The focus is undoubtedly on people and not technology. It’s about joining the ongoing conversations our customers and prospects are already engaged in — not trying to control them. It’s about using any tool available that will allow us to meaningfully engage with more people like them. It’s realizing people like doing business with people they like — and understanding we love doing business with people we trust.
My small business brethren know this better than anyone, and have literally put the “social” into CRM. Which is why I’m not ashamed to say my company name anymore.
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25-Nov-2009
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Salesforce Pushes Social CRM Technology –But Don’t Expect Companies To Be Successful With Tools Alone- by Jeremiah Owyang
Salesforce launches a new set of social apps that make CRM connected to the social web. So what does it mean?
Salesforce’s Twitter integration and application launch helps brands monitor what’s being said. Yet despite the fanfare, the application lacks a pre-determined way to identify the profiles of Twitter profiles and primary keys within the CRM database. Secondly, the system doesn’t provide a default setting to prioritize the influence (such as more followers) vs a profile with few followers –limiting the ability for brands to prioritize their support offerings.
(Added:
25-Nov-2009
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