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Shoutlet Fires Off New Trigger-Based Social Marketing Platform: This is actually a really smart...
Social CRM is being driven because it has real measurable impact on ROI. It also provides the first real opportunity to demonstrate the power of a fully functional Social Business. Social CRM is just the tip of the iceberg.
I am never the target customer. You are not the target customer. Stop making decisions based on assumptive stereotypes. Get to know your customer better.
This is a great post detailing the evolution of CRM, email and sales. It points to the direction the industry needs to move in but mostly just points out the huge gaping hole in the CRM software space.
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The Great Refactoring
One way to think about this is a spreading of Service Orientated Architecture; charging from behind the firewall out into the open Internet. The delivery mechanism is REST. And all the old complexities of data migration and data synchronization are being solved by letting end users pick one service provider to give them key global services. An end user could say, for example, I want:
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1:1 magazine had a piece about the importance of speed in winning customer loyalty.
I was struck by one comment from their survey in particular:Seventy percent of respondents want knowledgeable and personalized service, and nearly 70 percent say that first-contact resolution, whether by phone, email, or the Web is also a primary driver of customer satisfaction
I have blogged before about how improved decision-making can make your staff seem more knowledgeable and how it can personalize service. Indeed, speed is one of the dimensions of decision yield for this reason (although the emphasis in Decision Yield is on precision, consistency, agility, speed and cost as a set). First-contact resolution also requires decision automation - only decision automation gives you the control you need while still empowering front-line staff with decision-making power. You get strategic alignment along with front-line automation and speed while ensuring consistency and precision across all your touchpoints.
Good CRM and good self-service need EDM.
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