Comments on: The Disconnect Between How Vendors and Strategists Approach Social CRM

By: jacobmorgan

jacobmorgan — Tue, 22 Jun 2010 22:38:14 +0000

Great point Ron. Although we have several technology and biz partners we do remain absolutely agnostic and work with clients on selecting things that make sense as opposed to just recommending vendors we know. This is definitely a problem we are seeing. I don't think there is anything wrong with have partners in the space as partners oftentimes co market/brand and co-promote things you work on. However, when it comes time to actually recommending a client solution then yes it's important to select a solution that makes the most amount of business sense which is the exact approach we take at CMG.

Great points and thanks for the comment!

By: jacobmorgan

jacobmorgan — Tue, 22 Jun 2010 22:35:30 +0000

Well look who it be. Mr Jon, I believe this is your first comment here so welcome sir! I think we definitely agree since we've spoken about this many times, love how you throw “nimble” in there

thx for the comment!

By: jacobmorgan

jacobmorgan — Tue, 22 Jun 2010 22:34:02 +0000

Absolutely, we have to have balance but that's the tricky part, understanding how collaborative to be or how open/etc. thx for the comment!

By: jacobmorgan

jacobmorgan — Tue, 22 Jun 2010 22:32:22 +0000

I think it's important to understand what scrm is and how it is different from sm and crm. I won't say too much more on this for now as we have a white paper we are going to start sharing soon which I hope will help clarify some things. thanks for the comment!

By: roel lakmaker

roel lakmaker — Sun, 20 Jun 2010 10:31:12 +0000

May I do a suggestion to all of us understanding that social media is changing, rather revolutionary, the way we do business. STOP talking about social CRM. CRM is considered by most people as a solution, and social media is not about CRM. Remember people look at the same situation differently. People not really understanding about Social Media will look at the situation Social CRM, hey we have CRM so we add Social to it. And our vendor has the solution. CRM is a solution/strategy to help sales, marketing and customer service work more efficiently. I compare social media impact often with Ford's introduction of the assembly lane. It was not the assembly lane which made the difference but the efficient way of working causing low prices making the car affordable for the large audience. And efficiency is and was all we did since then. Now there is a different ball game ahead of us. Social made is opening ways to work different with customers, to co create, to quicker and better understand their needs, new way of offerings and many more. But we need to do things different, totally, we have to share knowledge, show that our company is about people -really – caring and more than bricks and mortar. We need to work on real customer service, not limit the service to the “silo” customer service department. We do the opposite of behavior now. I hate the word putting the customers central (because it is often so abused) but if taking seriously it effects much more than the departments now responsible for sales, marketing en customer service. It is about an entirely difference in behavior of the company towards the customer relation and its relations. Not another extra channel within CRM giving marketing and sales new insights how to approach the customers in the same way. That is doing more of the same and expecting different results. So I think if we believe what social media may impact, drop social CRM as definition.