There is a fantastic article, posted by Paul Gillin on his blog Social Media and the Open Enterprise. Titled, “Social CRM: Curb Your Enthusiasm”, it provides some very enlightening information on this topic.
Here are some brief comments taken from his article – an article which might help you decide whether to engage in Social CRM.
- Customers are still struggling to get CRM 1.0 right
- Social CRM introduces potentially enormous new complexity to the process
- The fact that I’m connected to people has little to do with their influence over my decisions.
- If someone were to cold-call me to follow up on a stray comment I made on Twitter, I would be as likely to hang up as to ask for a proposal.
If you are still working on getting your current CRM system right, but also considering adding a Social CRM piece, I would suggest you read more about it in this article here: