Is Social CRM the "It" Strategy of 2010?
The New Year always brings with it predictions about what to expect over the next 12 months. The consensus among our group of leading business thinker is that this year will be the year that social media actually gets operationalized into business. Companies now realize that it's no fad, and they should dedicate resources and strategies to incorporate social media into everyday business, say Don Peppers, Martha Rogers, and others. What do you think?
Today's issue of 1to1 Weekly highlights the opinions of industry watchers including Natalie Petouhoff, Ph.D., Brent Leary, Jeanne Bliss, Joe Outlaw, Patricia Jackson, and Jeff Hilimire. They all agree that a strong social CRM program should be on the list of 2010 priorities.
But these are just some of the voices of customer strategy. What do you think will lead the pack as the "it" strategy of 2010?
Related Entries
- Is Social CRM the "It" Strategy of 2010?
- What Was Your Favorite Customer Strategy Story of 2009?
- 2009: The Year We All Got Social
Great points. I agree that this may be the year of "good intentions" around social CRM, but there will be a lot of learning from mistakes as well. If the business decisions are made with the customer in mind, however, the benefits may outweigh any growing pains.
I think it will take most of the next couple of years for business to figure out the best way to use social media.
However, some requirements of social media will probably begin to sink in:
Most customer's do not want to be sold to. They want help to solve their problems but don't bother them until they ask.
Until then all you can do is make sure your name sounds familiar and that the world has an idea what you do. In addition, you will have to be sure to treat customer's trusted friends/peer group well to get a good recommendation out of them.
I think SCRM will be a huge "it" strategy in 2010. However, the reason it's going to be so popular is because the vast majority of those who attempt to us SM as a CRM tool, will do it wrong.
Most people start with the right motives, however, the methods are so far off the mark that they are often ineffective, provide temporary effects rather than lasting ones, or they can even be damaging to the company.