If you live somewhere in the United States or south east Asia or for that matter India there’s a pretty good chance a member of Congress has been in your area holding a town hall meeting.
And there’s a pretty good chance you heard someone screaming that President’s plan for national health insurance was “Socialism” or “Socialized medicine.” One woman, went so far as to say “I don’t want this country turning into Russia, turning into a socialized country.”
What you, and they, might have missed is that this is already happening in CRM….well, the “social” part anyway.
Social_CRM
Social CRM has been a subject of discussion for more than a year now, promoted by consultants, analysts and social network experts eager to see their passion extend to the way companies deal with their customers.
More recently, the vendor community has taken heed of “socialized” CRM. To be sure, plenty of technology vendors have seen the importance and potential of uniting social networks and CRM strategy, notably Oracle, which rolled out a set of Social CRM applications more than a year ago (though it should be noted these are more collaboration tools for people using CRM applications in a “social” manner than fostering any social connection to the customer).
Yet in the last month or so, I’ve had a wave of pitches and product announcements flood into my inbox, with vendors proclaiming their new “Social CRM” application.
SOCIAL CRM
There are many more integrating features or monitoring tools. More, no doubt, will emerge in the coming months.
But I wonder how difficult some of this is, particularly something like feeding some Twitter search results into a CRM workflow. Judging from the pace at which that particular feature is being released, it would seem not very difficult. Indeed, it looks like the far more difficult part of the social CRM phenomenon would seem to be building the strategy around serving, marketing, selling and most importantly, engaging, customers.
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