Customer relationship management has been a difficult and expensive concept for many businesses to operationalize into reality. The rise of social media offers new opportunities and challenges, creating new intelligence sources while requiring new tools to manage unstructured information flow.
I’ve adapted two slides from my colleague Dion Hinchcliffe, who has a gift for making complex enterprise architecture simple. You can read his explanation of social CRM in these two articles:
- Using social software to reinvent the customer relationship
- Social CRM: Ground zero for Enterprise 2.0 in 2010
From my perspective, social CRM is way of approaching social business design that starts with customers. Alternate approaches begin by focusing internally or on the value chain.
You can download a couple slides defining social CRM from our Slideshare channel.
Peter,
You are too accomodating in my opinion. I don’t see a convincing way to do Social CRM without putting the customer experience first. Otherwise, you are putting transactions first and, really, that can ONLY BE CRM. Focusing internally, or on the “value-chain”, really a value web, don’t get you past CRM’s bias towards a focus on past, or future, transactions.
Am I off-base here?
Larry
How can social CRM be communicated through basic PPT slides. I love what you guys do, but can’t you present this in a social way?
When our consulting professionals speak at a conference, or present on a topic, we frequently try to post the slide decks or key images to spur conversation. Our goal is to share whatever we can, not to generate deep content.
If you were to develop a more social way to present the concepts of Social CRM, how would you do it?