Social CRM
Hi all,
Wish all of you a very happy Halloween, belated ;).
I wanted to ask all of you, do you think Social CRM is finally in? And if it is, then what could be the implication of Social CRM on the Service Dynamics of a company? I nurture a notion that the CRM jigsaw still falls a bit short when it comes to answering Service requirements or rather the bettering of it is concerned. Please feel free to post your comments. Enlighten me!!!
Amitz CRM Zone 
November 4, 2008 at 11:03 am
Yeah! Social CRM is in. The reason why it works, is that the focus is undoubtedly on people and not technology.
If my customer is on Facebook, it would be great if I could join him on Facebook. Since that will enable me to better understand this perspective.
November 4, 2008 at 4:08 pm
Could u pls elaborate the the aspect and knowledge base of Social CRM… I really wanna upgrade me…
November 4, 2008 at 5:09 pm
Amit !
Great point,yes social CRM is being viewed as another forum for increasing the overall customer experience.Not sure what you meant by the term service.Did you mean to talk about lack of depth in applications to solve or drive complex customer service initiatives?
November 4, 2008 at 7:28 pm
Could you please explain the concept of Social CRM.
Thanks
November 4, 2008 at 7:49 pm
I guess it is still not in, however it will be ‘In’ in the next decade or so. And particularly in the MENA region.
Point to be noted is that now a days every competitor has technology, resources and ofcourse shareholder’s money.
Its how he retains existing customer is the standpoint.
November 4, 2008 at 10:23 pm
Unfortunatley thats partially true. Social CRM for now is not going to change the way the company is going to treat customer/potential customers when it comes to service. That is for example if you are vodafon customer and a linkedin/facebbok user, you still will not get any preferential treatment when you log in a service issue. But on the other side, imagine you are a corporate user, on social website, and vodafone is trying to sign up your partners, it might be possible that they would treat you special, but we are not there yet. Social CRM will take at least 5 more years to reach thats kind of maturity, For now its only good news for sales peoploe
November 5, 2008 at 8:26 am
Social CRM is great concept and is built on web2.0 technology which is an equally revolutionary technology. Forgive me for my pessimistic view , but the question we should be asking is how open are the organizations in accepting web 2.0 . With my limited knowledge I only say that organizations still have long way to go. The initiative needs to come from the end users.
We could say that Slaesforce has taken the lead by incorporating google docs and other collaboration tools into it’s on demand CRM application.
November 7, 2008 at 5:20 pm
Amit, nice topic to discuss. Digging inside the reason behind recent revolutions …socially….seems Social CRM is in vogue…but it is also true that the same needs to be seen in the perspective of developed world (followed by about to be deveoloped nations).
If it really works in democratic countries..then undoubetedly this would bring back the improtance and charm of intellectual capitals..and their grey cells ..above technology…
November 10, 2008 at 9:30 pm
I think Social CRM is a new approach to delivering customer relationship applications going a step ahead of traditional transactional CRM applications by using a prospects or a customer’s social network to profile & define his or her buying behaviour. In terms of B2B, it can be profiling of key decision makers for a specific deal. It will help the users of such a CRM have a more relevant offering & may even help in hard bargaining or negotiation. In today’s world social CRM is a proof of the fact that an employee’s or customer’s personal & professional life are not seperate
April 9, 2010 at 12:08 pm
Yes, Social CRM enhances the relationship aspect of CRM and builds on improving the relationships with more meaningful interactions.