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« SAP Business Influencers Summit - Technology Strategy Dr. Vishal Sikka (SAP Labs) | Main | Okay Here Goes CRM Forecast 2010 PART II »

December 14, 2009

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Microsoft CRM Implementation

Nice post Paul, as usual.. :)

Rick Bellefond

Great post Paul,

Once again you give us some interesting things to think about.

Thanks.

Rick

Beardd

>> the part of that I don’t understand is why not just live along side Social CRM?

Nice post, Paul -

Harnessing Social Media is an essential part of a business' customer strategy & key to keeping customers.

The world has fundamentally changed - influence, it could be argued, is becoming the future of media itself. But, as Seth Godin recently noted in his blog, the reality is "you can't control what people are saying about you. What you can do is organize that speech. You can organize it by highlighting the good stuff and rationally responding to the not-so-good stuff"

So, organising that speech means enabling your company's ecosystem (staff, partners, customers, etc.) to communicate in an authentic and transparent manner. Having a set of CRM-based tools to help them manage communication is essential, as is a corporate strategy that understands and works in the ecosystem.

But, as you note, you need the FRAMEWORK - whatever take you have on CRM will only be partially realised without a matching customer strategy.

-= David
http://dpp.sagecrm.com/blogs/talking_about_customers/

Mike Boysen

My issue relates to continually having to rename these frameworks. Aren't the fundamentals the same? CRM works for me. I got off to a bad start on the topic because of the seeming penetration of social media pros with no CRM background.

There are probably a lot of case studies in the enterprise markets, I'm just waiting on my first customer to engage me for a socially enabled platform to support their new social business model. The geek in me is sure it will be fun. The business side of me wants to hear a darn good plan and set of measures for success.

Can't wait to read your book. I need to get off my butt and get a copy!

A. Prem Kumar

A great great great post Paul! :)

Facebook is only being Facebook - a whippersnapper that got so big (in number of customers not revenues) so fast that it thinks the world is int's pockets. Me being me I just changed the default Everyone to whatever I wanted. But not all are you or me, they are they, and they are mostly paralysed by the options given to them - by their own freedom of choice. And thus Facebook will get away this time too. So whats another litigation to them? They have a lot to learn from all the big brothers - Microsoft is one of their sponsors/investors too, and don't *they* know their share of litigations?

Regarding the analysts space - I did not understand the import of that survey when you ran it, nor was I exposed to all the analysts in the CRM/Enterprise space - but in the ensuing months I have had the good fortune to read most of the analysts' works/thoughts/recommendations and also the good fortune of exchanging notes/thoughts/opinions with them. What I don't like about that list is I don't see that great guy Paul Greenberg in it. May be because the list was written by him - but hey, I want to see my fav up there! :D

Regarding people trying to fight Social CRM - first they ignore you, then they ridicule you, then they fight you - and thats when, you win. Most of our customers were happy enough with it when we said we provided Web 2.0 solutions. But now they are responding to Social CRM like never before - they are aware that this is a whole lot bigger than solutions that were called Web 2.0. Because now we are talking about the external facing solutions, not merely Ajaxifying the intranet sites or adding RSS to their web sites or such lot. Though they are not really sure of what to expect - Social Media solutions (typically Twitter/Facebook widgets &/or apps for broadcasting messages), Social Networking solutions (typically for more than mere broadcasting, but not quite building a community), integrations with online communities (building the community platform, the community of people itself & integrating with existing enterprise systems as a people/process/technology stuff), etc. - are a few of the emerging patterns in what our customers seem to demand when they hear the term "social". They don't really bother about it being "social" media/network/community/CRM/business/whatever. Of course theres difference between when we talk to the IT people and the Sales/Marketing/Service side of the business. And its interesting to note that we are increasingly being exposed to the business as opposed to when we are merely talking about CRM or BPM. And that in itself I think is a very good sign. Most of the IT decision makers with whom we have socialized the topic of Social CRM are intent on having a second discussion with their own team *and* the business present in the discussions! Some even are warming up to the idea of 2 day workshops around Social CRM!

And they are interested in this not because we are calling it Social CRM, but because its Social "something" and they want whats "in" it not what we "call" it. So am not getting into the semantics of what to call this new phenomenon. Any name is fine by me as long as I am able to provide value to my customers. But I can surely live by not having to educate my customers about all the myriad "social" XYZs out there & the nuances of the differences between them.

Great post Paul, looking forward to your predictions post. :)

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