5 Lessons Social CRM can Learn from CRM

May 17, 2010

I have been implementing CRM Solutions for a decade, having successfully managed many large CRM projects for Fortune 500 companies in the US with high level of client satisfaction. Yes, you read that right – CRM project client satisfaction is not an oxymoron (it can be done and we even won “Best Project” award to prove it, competing against hundreds of other projects – no small feat in a multi-billion dollar IT services company with projects in a diverse range of technology and where the competition to win this award is intense!)

Given this extensive hands-on experience as program and project manager implementing CRM solutions for some of the largest corporations in the world and having witnessed the CRM revolution from close quarters, right from its inception as eCRM, through growth and maturity phases and the rise of Social CRM now, what lessons can I think of that we learn to avoid some of the common pitfalls associated with CRM?

We can learn five important lessons before we start implementing Social CRM solutions:

Lesson 1: Social CRM is a Strategy

Social CRM is a business strategy, it is not technology, tools or platform. Social CRM can be defined as the