Social CRM came up in a recent conversation. Microsoft’s acquisition of Yammer and Salesforce’s multiple buys in this area has validated a market that was a huge question mark 3 years ago. Like any business process application I recommend that following:
Keep it simple. Know your customers. Show them the love.
Ask yourself if you can honestly answer these questions. They will help guide you CRM, social or “traditional”, strategy:
- Where are your customers?
- Where do they go when they have issues with your products and services?
- How open is that conversation?
- How are you making them successful?
- What keeps them from flaming the CEO?
- How many are willing references?
- Where is your organization’s focus?