An Integrated Social CRM Process. If there is a characteristic that makes the current conversation on Social CRM so interesting and challenging, it is probably its intrinsic nature inherently disrespectful of departments, business functions, inside-outside boundaries, separate processes.
Even only to imagine an organization that is able to generate business value strategically and operationally putting the customer at the center probably requires smoother operations and more transparent, more integrated, more coordinated actions from all the constituent parts. As if you suddenly pass by a group of soloists in separate rooms to an entire orchestra that plays in equilibrium but around the notes of a new musician that nobody knows. Why so giving yourself so much trouble? To transform the challenges of handling a social customer into an opportunity for greater productivity, responsiveness, trust, product quality, smaller costs, recognition of the brand. What do you think? This post is also available in: Italian May 16th, 2010.
Ambassadorship. Mecontentement. Definition of Social CRM - Explained! In one of my earlier post, I defined Social CRM as follows: Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty.
Loyalty is defined as attitude towards a brand that inclines a customer to repurchase it and/or recommend it to others. Social CRM and Social Media are more about building trust and managing loyalty with customers than about managing relationships or transactions, which are focus areas of “traditional” CRM. I received a lot of great feedback on this definition and want to elaborate further on it to answer some of the questions raised by readers of this blog. Let’s break-down the definition to its individual components: 1) Social CRM is the business strategy: It is not technology, tools or platform.
Using social software to reinvent the customer relationship. The elimination of decades of inadequate communication channels will suddenly unleash a tide of many opportunities, as well as challenges, for most organizations.As Web 2.0 applications move more deeply into the strategic operations of enterprises, a unique hybrid of social software has emerged to help businesses deal with the giant sea of customers that awaits them on the other side of the network.
While Enterprise 2.0 tools, primarily aimed at collaboration, are certainly part of this story, they often don't help companies enjoy the full range of possibilities when it comes customer-facing social computing. Enter the rapidly emerging Social CRM space, an area that's become significant enough that there's now a dedicated blog on the subject here on ZDNet by the terrific Paul Greenberg. This year's rise of enterprise social computing is opening a new front line in many businesses where the old ways of engaging with customers is no longer sufficient or even competitive. Il est temps de changer votre relation client ! Du CRM au VRM en passant par le SocialCRM. The “S” in SCRM is not about Social Media. Today I read a tweet by Ray Wang where he states that he “doubts Social CRM (SCRM) will replace CRM.
They augment each other. S is just a new but powerful channel. What do you think?” Social CRM et SRM (Social Relationship Management) : définitions - Social Media, Community Management, Social CRM, e-Reputation par Cédric Deniaud. Time to Put a Stake in the Ground on Social CRM. The debate and discussion about what defines Social CRM a.k.a.
CRM 2.0 vs. its traditional parent has been going on for about 2 years pretty regularly and started, according to thought leader Graham Hill almost a decade before that. Personally, I'm done defining it and am moving on. I think enough time has been spent trying to decide what we're calling it and what it is. I think that we've reached the point that though there is no one point of view, there is a general idea of what we have.
So this post, which will be on ZDNET and PGreenblog is my stake in the ground for the definition of Social CRM. Also, for this post, I still will welcome comments and discussion on the definition if you want. First, there seems to be a consensus on the definition already. Second, there's too much other work on Social CRM to do. So, I'm providing one last aggregate look at what I see Social CRM to be. I hope that I'm reflecting the consensus.