Video: State of Social CRM

I find that Paul Greenberg (follow him on Twitter @pgreenbe), one of the early adopter who mapped out the CRM space gives a succinct overview of what’s happening in the Social CRM space. He points out the two converging forces ‘social’ and ‘CRM’ spaces that are coming together, yet the third force, ‘companies’ themselves aren’t yet ready for the internal changes that are coming.

He raises a good point that social media empowers everyone in the organization to now have a customer touchpoint in this flattening tools. Yet this means that customers will need a consistent experience regardless of who they talk to in sales, marketing, support, or in-person. As a result, this is creating some unique cultural changes inside of companies, companies with many silos will start to have to come together to provide those consistent experiences. Do check out Charlene’s book Open Leadership which can help leaders make sense of how to approach this cultural change.

24 Replies to “Video: State of Social CRM”

  1. One of the best nuggets from this is one of the simplest–understand that how customers communicate has changed. Thanks for the intro to Greenberg.

  2. One of the best nuggets from this is one of the simplest–understand that how customers communicate has changed. Thanks for the intro to Greenberg.

  3. You should certainly know Paul. He wrote the definitive book on CRM, and is a stand up guy. I was introduced to him through Ray Wang, my partner at Altimeter.

  4. You should certainly know Paul. He wrote the definitive book on CRM, and is a stand up guy. I was introduced to him through Ray Wang, my partner at Altimeter.

  5. Thank you for posting this blog-post with the video. That was great.

    The point that rings the truest for me is this: companies have not integrated their CRM strategy with their social media efforts.

    And taking that even a step back further: companies have not integrated their marketing plan with their social media efforts.

    And going back even further than the marketing plan: companies have not aligned a social media effort with the company strategy.

    And it all is most likely because it is 'early days'. Companies are treating this social media thing like an experiment. And that is great, start executing on some social media stuff, but does it all line up in a manner that helps Sales and help the company move in the direction it wants to go (strategy)?

    Great blog-post!

  6. Thank you for posting this blog-post with the video. That was great.

    The point that rings the truest for me is this: companies have not integrated their CRM strategy with their social media efforts.

    And taking that even a step back further: companies have not integrated their marketing plan with their social media efforts.

    And going back even further than the marketing plan: companies have not aligned a social media effort with the company strategy.

    And it all is most likely because it is 'early days'. Companies are treating this social media thing like an experiment. And that is great, start executing on some social media stuff, but does it all line up in a manner that helps Sales and help the company move in the direction it wants to go (strategy)?

    Great blog-post!

  7. Thank you for posting this blog-post with the video. That was great.

    The point that rings the truest for me is this: companies have not integrated their CRM strategy with their social media efforts.

    And taking that even a step back further: companies have not integrated their marketing plan with their social media efforts.

    And going back even further than the marketing plan: companies have not aligned a social media effort with the company strategy.

    And it all is most likely because it is 'early days'. Companies are treating this social media thing like an experiment. And that is great, start executing on some social media stuff, but does it all line up in a manner that helps Sales and help the company move in the direction it wants to go (strategy)?

    Great blog-post!

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