http://www.crmoutsiders.com/2009/04/16/call-for-questions-cloud-social-crm-and-mashups/?utm_source=rss&utm_medium=rss&utm_campaign=call-for-questions-cloud-social-crm-and-mashups Former analyst and journalist discuss CRM from the vendor-side Thu, 09 Feb 2012 18:49:59 +0000 hourly 1 http://wordpress.org/?v=3.1.3 http://www.crmoutsiders.com/2009/04/16/call-for-questions-cloud-social-crm-and-mashups/comment-page-1/#comment-1205 Lisa Hoesel Thu, 16 Apr 2009 18:29:10 +0000 http://www.crmoutsiders.com/?p=723#comment-1205 Martin, most of the questions I am getting from our clients and asking myself are around metrics. How can I establish the ROI of SMN in CRM (love those acronyms). How can I connect my Twitterverse etc. presence to closed deals, enhanced customer relationships, new leads, etc? Are we maturing to one "supertool" that will not only track our pipeling and our opportunities, but will incorporate all of our marketing and outreach efforts? I think most are bought into the concept of participating, or at least observing in the SMN world, but many are cautious about measuring the real impact that their presence has. Martin, most of the questions I am getting from our clients and asking myself are around metrics. How can I establish the ROI of SMN in CRM (love those acronyms). How can I connect my Twitterverse etc. presence to closed deals, enhanced customer relationships, new leads, etc? Are we maturing to one “supertool” that will not only track our pipeling and our opportunities, but will incorporate all of our marketing and outreach efforts? I think most are bought into the concept of participating, or at least observing in the SMN world, but many are cautious about measuring the real impact that their presence has.

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