Viewing entries tagged with 'strategy'
What is key to the success of (social) CRM?
Inspired by a blog post by Dr. Harish Kotadia I started to rethink about what the real key success factors for a social CRM strategy are. Harish used Walmart as an example, based upon their introduction of the “local” Walmart on Facebook. Walmart, being a retailer with more than 3,500 stores is surely a company for which the concept of (physical) proximity is important.
Social CRM - A customer oriented view on the state of affairs
I have spent the last week talking about CRM and SCRM to three retail companies. They cover different, although overlapping ranges and are of very different organizational maturity states. They are also on different positions on both, the CRM and SCRM scales. What they have in common are a desire to have a 360 degree on their customers and the opinion that it is important to excel on the service side. They also are looking for or running tier one enterprise systems with Oracle/Siebel and SAP. None of the three companies is looking at their main software vendors when it comes to “social software”.
Social CRM needs a CRM system, doesn't it?
Some days ago Bob Thompson interviewed Graham Hill about his take on Social CRM. The interview covered a lot of topics, most notably the future of Social CRM about which Graham has a particular view and led Bob to ask the question whether it is necessary to have a CRM system to have Social CRM.