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Bertrand Duperrin's personal annotations on this page

bertrandduperrin
Bertrandduperrin bookmarked on 2009-09-27 socialcrm strategy businessprocess operations

Social CRM is not software. Remember, CRM, and therefore Social CRM, is an approach that takes into account people and processes and leverages software to accomplish outcomes. The people and the processes come first. Software, while critical to success, is always secondary.

Vendors that claim they deliver Social CRM are wrong. They are delivering software solutions, generally Social Support Community software, that is a core component of a Social CRM strategy.

Social CRM is a strategy. Building off of my last point. Software cannot build strategy. I know, one day machines will take over e world and I will be proven wrong. :-) Until that day comes I am right, it takes people to build a strategy that achieves corporate goals.

  • Your Social CRM strategy must make use of tools that end-users (execs, sales, support, etc..) will use, not because they are forced to, because they add value to their lives.
  • Your software must support the varied stages and workflows for all of your processes.  When the software forces you to adjust processes due to it’s limitations, you have already lost.
  • Social CRM will revolutionize how businesses operate.  It will bring a richer level of engagement between all parties leading to happier customers and more profitable businesses. We must get there by following solid business processes that engage all users and leverage tools where feasible.

This link has been bookmarked by 1 people . It was first bookmarked on 27 Sep 2009, by Bertrand Duperrin.

  • 27 Sep 09
    bertrandduperrin
    Bertrand Duperrin

    Social CRM is not software. Remember, CRM, and therefore Social CRM, is an approach that takes into account people and processes and leverages software to accomplish outcomes. The people and the processes come first. Software, while critical to success, is always secondary.

    Vendors that claim they deliver Social CRM are wrong. They are delivering software solutions, generally Social Support Community software, that is a core component of a Social CRM strategy.

    Social CRM is a strategy. Building off of my last point. Software cannot build strategy. I know, one day machines will take over e world and I will be proven wrong. :-) Until that day comes I am right, it takes people to build a strategy that achieves corporate goals.

    socialcrm strategy businessprocess operations

    • Your Social CRM strategy must make use of tools that end-users (execs, sales, support, etc..) will use, not because they are forced to, because they add value to their lives.
    • Your software must support the varied stages and workflows for all of your processes.  When the software forces you to adjust processes due to it’s limitations, you have already lost.
    • 1 more annotations...

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