The FASTForward Blog » Is ‘Social CRM’ Too Good to be True?
He offers the following advice for sorting out a Social CRM strategy:
Don’t look to buy ‘Social CRM’ solutions: “Instead, you need to decide what you are trying to accomplish and which categories [mentioned above] are most likely to make a meaningful contribution to your strategy.”
Define your goals for a Social CRM strategy: “If you just want to track what customers are saying about your brand on the Web, then a social media monitoring application will suffice. But if you want to analyze that data, identify influencers, or spot trends, you should explore social analytics. Finally, if owning the community is strategically important, you will need a platform to build out that environment for your constituents.”
Look to traditional CRM vendors for enhanced enterprise functionality: “Social CRM vendors don’t offer the same level of sales, service and marketing functionality that traditional CRM vendors offer. So if you need capabilities like sales lead management, lead nurturing and a few social features on the side, then you should really be looking at CRM software.
Social CRM strategie. Verwarring alom. Maar het is eigenlijk heel simpel, kijk maar.
