Salesforce CRM execs are likely celebrating this week as they gained a shiny new customer- Facebook. Word on the street is that the social networking giant recently ranked the second lowest score (underperformed only by Myspace) on a customer satisfaction survey conducted by ForeSee Results.
Great news for Salesforce… but will this be the cure for Facebook’s consumer unsatisfaction woes? Not likely. A CRM system (even Salesforce, the Cadillac of CRMs) can only help to monitor and report customer feedback. It’s what you choose to do with that feedback that makes a difference with your customers.
As with the case of many IT spending mishaps, shelling out thousands of dollars on new software does alone not a problem solve. The only cure for Facebook’s unsatisfactory feedback ratings is to address their complaints on privacy, disclosure, etc and heed their customer’s advice.
via MIKE 2.0: The Open Source Standard for Information Management
