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24 Sep 09

What Social CRM means for the IT Department

Though the theme of today’s meeting is “Is Social CRM for Real?”, I suspect that many of the people at today’s meeting will actually be thinking “What exactly is Social CRM and what does it mean to me?” Of course this question has been asked and answered in a number of blog posts by various members of the SCRM community, but the perspective of the IT department has been largely ignored. So in preparation for today’s meeting I thought I’d take a pass at trying to explain what Social CRM means from an IT department perspective.

www.estebankolsky.com/...rm-means-for-the-it-department - Preview

socialcrm IT ITdepartment reengineering socialmedia crm customerengagement enterprise2.0 customers saas

From a business systems point of view, becoming a socially-driven business requires that you re-think and re-engineer your business systems and processes in order to take advantage of Web-based social tools, technologies, and concepts.
With Enterprise 2.0 tools the asset being leveraged is employees. With Social CRM the asset being leveraged is the customer.
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- For Social CRM that means the Web. Whether you call it SaaS, On Demand, vendor-managed appliances, or Cloud Computing, you should expect that the tools and technologies for enabling SCRM will be available exclusively on these deployment platforms

05 Jul 09

How Cisco uses Social Media

Gibson opened her talk with a statement that captures the essence of social media at Cisco.

“In a world where everything is open, we value openness and transparency.”

There are three ways that Cisco uses social media especially blogs to drive customer engagement:

marketingmystic.wordpress.com/...how-cisco-uses-social-media - Preview

cisco engagement socialmedia customers customerengagement marketing transparency openness ROI

While Cisco is very focused on ROI, there are no standard metrics, so it uses a variety of metrics. For example: they look at the free media impressions from social media activities and measure how much does that would have cost them to assess cost savings. However, since social media is resource and management-intensive, the cost for it is still fuzzy.