On the surface, one of the major differences between a traditional CRM and a Social CRM is that the Social CRM has an external-facing portion. External-facing questions are ones that sound like: How do I create content for my audience? Should we Retweet this? Who should I Circle on Google+? Etc. We’re going to talk…
If I told you to go build me a house and gave you a paper airplane and some silly putty, you’d laugh at me. But let’s say before that I told someone else to build me that paper airplane and gave them a hammer, nails and a thumbtack, they’d look at me like I was…
There are many reasons why we talk about Social CRM here on this blog. Granted, it is the sole purpose of this blog’s existence, but there had to be a big enough demand to call for us to create this in the first place. It’s no surprise that businesses are changing. More and more companies…
The discussion of who owns social media activities within an organization is not a new one. I can only imagine that when the dinosaurs put together their companies and brands, the triceratops in HR were fighting with the brontosauruses in the PR department while all the velociraptors in marketing were off doing their own thing unbeknownst to…
A poorly executed Social CRM plan is like cold butter to your marketing efforts. I’ll let that metaphor sink in a bit before explaining it………. Easier Spread Than Done So you want to bring in a Social CRM program to enhance your marketing/sales efforts. The problem is, you’ve spent years building and cooking the perfect…
On Monday, we talked about the misconception of the Social CRM being out to destroy the well-established CRMs that companies already use. I mentioned in that post that outside of brands’ fears of Social CRM attacking their status quo, there were a few other problems holding companies back from fully exploring their potential in the…
When it comes to the CRM, Paul Greenberg literally wrote the book. When it comes to Social CRM, he had this to say: “We’ve moved from the transaction to the interaction with customers, though we haven’t eliminated the transaction – or the data associated with it. Social CRM focuses on engaging the customer in a…
No, I didn’t misspell anything in the title of this post. Social media has changed a lot of things about way business is done day to day, but one of the main things that has changed is the way that customers expect to be treated. About a decade ago, if you had a complaint with…
Whenever I talk to a company about a social CRM, a lot of managers and supervisors say a variation of the following: “We don’t need that. Our business isn’t technical and no one here really likes or uses that social media stuff.” You know what I hear when someone says that to me? “A Social…