Comments on: Social CRM Must Change How Processes Are Developed http://crmweblog.crmmastery.com/2010/01/social-crm-must-change-how-processes-are-developed/ CRM Best Practice and Industry News Tue, 01 Feb 2011 09:22:50 -0700 http://wordpress.org/?v=2.8.4 hourly 1 By: Jeff Marmins http://crmweblog.crmmastery.com/2010/01/social-crm-must-change-how-processes-are-developed/comment-page-1/#comment-6113 Jeff Marmins Fri, 22 Jan 2010 04:32:39 +0000 http://crmweblog.crmmastery.com/?p=1859#comment-6113 This discussion is where the real business is - where "social media" integrates into CRM and SFA. Relationship development and relationship management is where business really takes place. True, Social Media Marketing can encompass lead generation and "above the funnel" activity. Truly understanding where social networking and social technology fit into your prospect and customer interactions - and that this decision lies in their hands and not yours - is the centerpiece of "web 3.0." This discussion is where the real business is – where “social media” integrates into CRM and SFA. Relationship development and relationship management is where business really takes place. True, Social Media Marketing can encompass lead generation and “above the funnel” activity. Truly understanding where social networking and social technology fit into your prospect and customer interactions – and that this decision lies in their hands and not yours – is the centerpiece of “web 3.0.”

]]> By: Thomas Trevino http://crmweblog.crmmastery.com/2010/01/social-crm-must-change-how-processes-are-developed/comment-page-1/#comment-6110 Thomas Trevino Thu, 21 Jan 2010 15:02:40 +0000 http://crmweblog.crmmastery.com/?p=1859#comment-6110 This is very good. Social CRM is beginning a whole new wave of customer service and interaction that can change the face of how business is done.. Thanks for sharing This is very good. Social CRM is beginning a whole new wave of customer service and interaction that can change the face of how business is done.. Thanks for sharing

]]> By: Brian Jameson http://crmweblog.crmmastery.com/2010/01/social-crm-must-change-how-processes-are-developed/comment-page-1/#comment-6077 Brian Jameson Wed, 13 Jan 2010 16:33:11 +0000 http://crmweblog.crmmastery.com/?p=1859#comment-6077 Hi Jim, Great point about Social CRM. Everywhere in the industry the term Social CRM seems to be getting abused. Without doubt companies are adjusting their business processes to adapt to social media and customer service organizations are tuning in to how it can improve KPIs. It is an interaction channel that cannot be ignored. Right now, there is a lot of transformation in the CRM space, and Social CRM seems to be getting the most hype. Because of all the hype, I ask myself whether Social CRM is really accounting for the business processes or only focusing on the customer transaction/interaction. I believe the latter is short sighted and will lead to failed Social CRM implementations for companies. The “next generation” CRM solutions will enable companies to provide proactive customer service by integrating social media with existing business processes or capabilities to build new processes around social. This is where the real value is. Brian Jameson RiverStar Software www.riverstarsoftware.com www.twitter.com/river_star Hi Jim,
Great point about Social CRM. Everywhere in the industry the term Social CRM seems to be getting abused. Without doubt companies are adjusting their business processes to adapt to social media and customer service organizations are tuning in to how it can improve KPIs. It is an interaction channel that cannot be ignored. Right now, there is a lot of transformation in the CRM space, and Social CRM seems to be getting the most hype. Because of all the hype, I ask myself whether Social CRM is really accounting for the business processes or only focusing on the customer transaction/interaction. I believe the latter is short sighted and will lead to failed Social CRM implementations for companies. The “next generation” CRM solutions will enable companies to provide proactive customer service by integrating social media with existing business processes or capabilities to build new processes around social. This is where the real value is.

Brian Jameson
RiverStar Software
http://www.riverstarsoftware.com
http://www.twitter.com/river_star

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