While you are evaluating social CRM tools that suits your requirements, there are a few points to keep in mind – which I call as Key Elements that a decent Social CRM tool must have. There are hundreds of social media tools out there vying for your attention, but few do a great job of defining what they actually do. Some are similar to one another and compete with each other, while others have zero overlap and can supplement each other. Of course determining which tools are right for you requires a clear definition of your objectives, but without knowing which tools do what it is impossible to know which tools will meet those objectives. This post shall not remain valid forever, as tools evolve
CRM Archive
Social CRM is on every smart marketer’s mind; however whether to dive or not into this new marketing hype seems to be an unanswered question for many. I used to think – it was 2005-2009 when companies were skeptical about getting social; surprisingly I do get emails even today from marketing executives on what’s social CRM and if I could explain them how can it help their organizations. Its 2013!!! For decades, customer relationship management (CRM) has been described as a business strategy that seeks to identify, attain and retain customers by developing relationships through consistent and relevant communications. The ‘R’ in CRM does not stand for Records. Marketers and Consultants who are connected to CRM space in their own capabilities would understand what am
We are at an exciting juncture, enterprises are turning (more) digital. CMOs are concerned about innovative-n-engaging apps that connects brand with customers and CTOs are now concerned about security of data which is gradually moving on the cloud. The change isn’t voluntarily; consumers no more respond to whats tried & tested. We are now digital & hence marketing paradigms are shifting! In the midst of rapid change in customer behavior, we have IT playing a major role in the guild of Business & Technology. By 2016, advertisers will spend as much on interactive marketing as they do on television advertising today. Investment in search marketing, display advertising, email marketing, mobile marketing, and social media will near $77 billion and represent 35% of all advertising, as interactive
Whenever they ask me about social media ROI, it surprises me. For me the question is of little relevance; what we aim to achieve through the medium should be questioned. What is ROI of those telephones in the office? Or internet connection? We haven’t asked these questions, because if we do – we would sound stupid. Very much the way like those people who try to measure social media ‘Returns’ on investment. It is a means to achieve ‘that something’. I liked this distinction from Hal Thomas in a recent Mashable article: “Social media is the vehicle, not the destination. You can’t just ask, ‘What’s the ROI of social media?’ You have to ask, ‘What’s the ROI of specific activities that we engage in via
Social Web has changed perceptions about business; anyone who is connected has a powerful voice. These voices have impacts, change expectations; they are changing people’s minds. And they are changing how organizations connect/communicate with consumers. Internet, has evolved has a platform to communicate with anyone, anywhere, anytime; well that’s not news! We all share, intentionally or unintentionally, about our experiences with brands, products, services. We tweet, post on facebook, blog, comment on forums and so on. All this is scattered around on the web, of limited relevance when dealt with one by one; now imagine all mentions of your brand, around the web consolidated on a single dashboard! That’s precisely what Radian6 does. I love it because it’s simply un-avoidable for Marketers / Brand Managers. Here are a
More than often I talk to friends who are working as sales managers and sales reps who were with me during my B School days. Listening to them comes as a real feedback from those who are using CRM hands on and triggers a thought process of simplifying the same, rather than just implementing one. Marketers often have a complain against sales reps that they do not update information in organization CRM without which major decisions are at stake. Analysing data, usually updated by sales reps, is of high importance for obvious reasons. Organizations having CRM often face this problem where Sales Reps are not motivated enough to get on to their desktops to update relevant information while their actual work is in the field. Why would they?; most of them