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12 Dec 09

Social CRM - a dead end?

"Bolting an "S" onto the CRM seem to make it harder not better. Of course in the days of Social Media companies need to do something. But sCRM seems to be the opposite direction. sCRM seems to be accelerating the disaster we have on the sales side. "

socialrelationshipmanagement.blogspot.com/...social-crm-dead-end.html - Preview

crm socialcrm dataadministration relationship sales lead

The worst are the ones who still promote the "low touch sales model".
We are customer data admins, not customer relationship managers. We manage the theoretic aspects of the relationship but I am about 10-20% of my business hours with a customer - at best
2 more annotations...
- AT BEST. Other activities are reviewing the lead process, the nurturing process, we have very sophisticated processes and it takes a lot to actually go through them every day".
- Take the C out of the sCRM". As our networks grow exponentially, we also may need a good tool, but we need a tool that helps us with the actual relationship

23 Oct 09

Social CRM Strategies for Sales

"VP of Sales: “I don’t have enough leads!”

VP of Marketing: “You’re not following up on the leads I gave you!”

Much of this discord seems to relate to the definition of a “lead”. (And no, I’m not going to dive into the even more contentious definitional world of terminology over what we call these things we give to sales). That’s up to each organization to decide – but unless sales and marketing are on the same page, there’s going to be trouble.

Clearly, the sales team is expecting the “lead” to have reached a level of discernible buying interest. We’ve seen that tools like lead nurturing communities with lead scoring can help identify the buying interest before the sales team contacts the lead. I will suggest that in addition to having discernable buying interest, there is another operational difference that comes into play when the lead moves from marketing to sales: the lead is ready to receive more personalized information about the product or services being sold."

corpblog.helpstream.com/...-crm-strategies-for-sales.html - Preview

lead leadgeneration sales socialcrm communities RFP businessprocess

Providing a social business process that facilitates the questioning and sharing of answers is an excellent function for Social CRM, BTW. All of the strategies that relate to Social CRM for customer service come into play for this application. After all, you’re trying to efficiently share the expertise of your best subject matter experts – just as in customer service.
Imagine a living social “RFP answering” community. What if you took every question that came with an RFP and put it into your online community as a question (along with the answer) and the ability for others to ask more deeply about the question, or even to answer and discuss?
2 more annotations...
- Clearly some RFP questions would not be appropriate for this kind of treatment.
- Another concept we’ve used to good effect in our communities is that of the VIP Room. We create them for all our customers as repositories for the work products of professional services engagements and training

18 Jul 09

Managing beyond Web 2.0

What does this development mean for your company? In effect, that its marketers are being replaced. As markets morph into Web 2.0 “conversations” and consumers gain much greater freedom to pursue their own interests, customers are doing things that online marketing managers don’t necessarily want—or expect—them to do.

www.mckinseyquarterly.com/Managing_beyond_Web_20_2389 - Preview

web2.0 web3.0 innovation LEAD marketing mckinsey socialmedia