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His post gives some background on the presentation and provides context too. So please ensure you go through it.
His prezi helps you get your bearings if your thoughts center around:
- whats new with the customer (what does a Social Customer mean?)
- why is the power of communities increasingly important (what's new with online communities?)
- how are they affecting Business As Usual (is it all a risk or an opportunity or just a new way of life?)
I think first stage of scrm adoption will be about enterprises building communities and also participating in them. At the same time, listening to chatter emanating in social web and flitering it to zero on the data which they will primarily use for sales and support, will also happen at same time. In long run, social identies might get merged with CRM data. But pertinent question right now is how enterprises filter the social conversations and flow the relevant data into thier exisitng operational CRM. Most listening tools in market are not solving this problem as most eneterprises have CRM systems behind firewall and listening tools are sitting in cloud. Many listening tools are also building so called "engagement" layers or workflows inside thier tools which I think is re-inventing the wheel.
ReplyDeletePerceptive comments on the state of the #scrm systems as well as what needs to be done. This prezi by Mitch is more about the concepts than the tools. For more on the tools in the Social CRM landscape, you might want to read my older post http://j.mp/scrmarch from last year. :)
ReplyDeleteThanks for dropping by Gaurav. Don't miss the other posts on Social CRM in here. :)
Regards,
Prem