Does anyone understand Social CRM?
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I posted on facebook that I liked some movie. Because of that post, 600 of my closest friends now know that I liked that movie.
Odds are from a marketing standpoint they are in the same demographic as me and because I gave a positive review they may trust my endorsement over say Roger Ebert or some T.V commercial.
There you have it....the real benefit of social media from a marketing perspective. Very easy to understand.
What is not easy to understand is Social CRM. By now you know my company has a CRM application for the Lotus Notes Platform.
We help organizations collaborate with each other with regards to their clients. At any given moment, a user can look up a contact and see ALL interactions with that client, what opportunities have been won , lost or on hold and when was the last time emails were sent/received or the last time a conversation occurred.
But is it important to know when that same contact posted something on Twitter, Facebook or LinkedIn?
I am not sure about that.....in fact yes....I am sure of it. It is not important. There I said it.
Recently my organization was selected to be in a CRM contest called CRM idol. Same concept as American Idol except for CRM dorks like me. :)
You can see the review the judges gave me here....Review
The judges were disappointed that Twitter feeds do not get automatically fed into and documented in my product.
They also could not understand why someone would export information out of ACT for Notes and into excel to analyze data but that is another story.
So forgive my ignorance but why is knowing when some one posts something on Twitter so important that it needs to be recorded in your corporate CRM application?
Again...I understand social media very well. I am on LinkedIN, facebook, Twitter etc.
In fact in ACT for Notes users CAN get to facebook, twitter and LinkedIN without leaving the application. Isn't that enough?
And what happens when social media backfires?
Say one of your clients gets off the phone with YOU and then posts on Twitter what a jackass you are......do you need/want to record that in your CRM application and then share that important information with the rest of your organization? I guess it is important if your client calls you a jackass.
To that end...I do want to thank the judges from CRM idol . They did do a great job and they have provided a platform for small companies like mine to make others aware of what we do and offer.
Bookmark :
I posted on facebook that I liked some movie. Because of that post, 600 of my closest friends now know that I liked that movie.
Odds are from a marketing standpoint they are in the same demographic as me and because I gave a positive review they may trust my endorsement over say Roger Ebert or some T.V commercial.
There you have it....the real benefit of social media from a marketing perspective. Very easy to understand.
What is not easy to understand is Social CRM. By now you know my company has a CRM application for the Lotus Notes Platform.
We help organizations collaborate with each other with regards to their clients. At any given moment, a user can look up a contact and see ALL interactions with that client, what opportunities have been won , lost or on hold and when was the last time emails were sent/received or the last time a conversation occurred.
But is it important to know when that same contact posted something on Twitter, Facebook or LinkedIn?
I am not sure about that.....in fact yes....I am sure of it. It is not important. There I said it.
Recently my organization was selected to be in a CRM contest called CRM idol. Same concept as American Idol except for CRM dorks like me. :)
You can see the review the judges gave me here....Review
The judges were disappointed that Twitter feeds do not get automatically fed into and documented in my product.
They also could not understand why someone would export information out of ACT for Notes and into excel to analyze data but that is another story.
So forgive my ignorance but why is knowing when some one posts something on Twitter so important that it needs to be recorded in your corporate CRM application?
Again...I understand social media very well. I am on LinkedIN, facebook, Twitter etc.
In fact in ACT for Notes users CAN get to facebook, twitter and LinkedIN without leaving the application. Isn't that enough?
And what happens when social media backfires?
Say one of your clients gets off the phone with YOU and then posts on Twitter what a jackass you are......do you need/want to record that in your CRM application and then share that important information with the rest of your organization? I guess it is important if your client calls you a jackass.
To that end...I do want to thank the judges from CRM idol . They did do a great job and they have provided a platform for small companies like mine to make others aware of what we do and offer.
