The Social CRM Process
Iâm speaking at the New Communications Forum in a few weeks on Social CRM and Iâve been doing a bit of researching and thinking around this topic. I wanted to give all of you a sneak peak at some of the ideas and concepts that Iâm going to be presenting, starting with the one below. Iâve had a bit of a hard time coming up with a name or a title for what I wanted to call this but in the end I settled for âThe Social CRM Process.â
Iâve already noted a few mistakes/changes with my image. Bob Thompson recently posted a discussion around whether or not you can do social CRM without social media/networks. Afterall social CRM is a strategy and as Bob mentions itâs important to separate the strategy from the technology. My image below doesnât make it clear that you can do social CRM without social media/networks since the entire image is based around online data from social spaces. Bob, if youâre reading this would love your 2 cents. The listening tool which I highlighted below is of course purely social media and online based, however I neglected to put things in such as customer surveys, phone calls that customers put in, angry letters …
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