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Introducing Our Seminal Series On Social CRM - The Diigo Meta page

corpblog.helpstream.com/...inal-series-on-social-crm.html - Cached - Annotated View

Bertrand Duperrin's personal annotations on this page

bertrandduperrin
Bertrandduperrin bookmarked on 2009-09-10 socialcrm crm customers customerexperience conversations

Is Social CRM a true paradigm shift or just another channel like email, chat, KB, kiosks, and the like? If it’s just another channel, we can continue business as usual by simply adopting Social CRM without any major change in our strategy for engagement. However, if it’s a paradigm shift, we need to reevaluate our overall strategy. Understanding this distinction is critical in laying our plans to deal with the new social breed of customer.

  • This is the era of the Social Web and all things 2.0. This is an era in which the very dynamics of the relationship between customers and their vendors have changed radically. Finally, the customer really is always right. Worse (from the vendor's perspective), that customer is now equipped with a mighty megaphone with which to tell everyone who is interested in hearing what they like or dislike about their customer experience. That's right, not just about the products, but about their whole experience:
  • Finally, as Paul Greenberg has so eloquently put it, Social CRM is “the company’s response to the customer’s control of the conversation.”
  • The new era demands engagement. Try being silent in a social situation. Imagine being in a large auditorium filled with your customers. You are up on a stage. There are bright spotlights focused on you. Everyone in the audience has a microphone. Some of them are very unhappy. Can you be silent when they speak? Can you fob them off on someone who doesn't have any answers while the rest watch? Of course not!

This link has been bookmarked by 1 people . It was first bookmarked on 10 Sep 2009, by Bertrand Duperrin.

  • 10 Sep 09
    bertrandduperrin
    Bertrand Duperrin

    Is Social CRM a true paradigm shift or just another channel like email, chat, KB, kiosks, and the like? If it’s just another channel, we can continue business as usual by simply adopting Social CRM without any major change in our strategy for engagement. However, if it’s a paradigm shift, we need to reevaluate our overall strategy. Understanding this distinction is critical in laying our plans to deal with the new social breed of customer.

    socialcrm crm customers customerexperience conversations

    • This is the era of the Social Web and all things 2.0. This is an era in which the very dynamics of the relationship between customers and their vendors have changed radically. Finally, the customer really is always right. Worse (from the vendor's perspective), that customer is now equipped with a mighty megaphone with which to tell everyone who is interested in hearing what they like or dislike about their customer experience. That's right, not just about the products, but about their whole experience:
    • Finally, as Paul Greenberg has so eloquently put it, Social CRM is “the company’s response to the customer’s control of the conversation.”
    • 1 more annotations...

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