Comments on: Social CRM and the Call Center – What’s the Difference? http://www.crmoutsiders.com/2009/08/31/ocial-crm-and-the-call-center-whats-the-difference/?utm_source=rss&utm_medium=rss&utm_campaign=ocial-crm-and-the-call-center-whats-the-difference 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 By: Nitin Gupta http://www.crmoutsiders.com/2009/08/31/ocial-crm-and-the-call-center-whats-the-difference/comment-page-1/#comment-1897 Nitin Gupta Mon, 14 Sep 2009 08:47:58 +0000 http://www.crmoutsiders.com/?p=901#comment-1897 I agree with you Esteban. First of all; is Social CRM really so different from traditional CRM that everyone is saying that if you are not "social" anymore, you do not really have CRM? In my opinion, customer interactions is just one of those channels which have been enabled, thanks to Web2.0 technologies. And a great one, that is! While there is a lot of junk on internet and it would probably be a while before someone finds an intelligent way to sift through data that is of importance, it still makes a lot of sense to listen and act. But then today these interactions would probably be more of "analytical crm" rather than the operational one. There are some great ideas floating around around social messaging, interactive dedicated (and serious!) communities and you would not be listening to them at your own peril! But money is in converting ears and sound into actionable intelligence by being ahead in curve! Cheers, Nitin I agree with you Esteban.
First of all; is Social CRM really so different from traditional CRM that everyone is saying that if you are not “social” anymore, you do not really have CRM?
In my opinion, customer interactions is just one of those channels which have been enabled, thanks to Web2.0 technologies. And a great one, that is!
While there is a lot of junk on internet and it would probably be a while before someone finds an intelligent way to sift through data that is of importance, it still makes a lot of sense to listen and act.
But then today these interactions would probably be more of “analytical crm” rather than the operational one.
There are some great ideas floating around around social messaging, interactive dedicated (and serious!) communities and you would not be listening to them at your own peril!
But money is in converting ears and sound into actionable intelligence by being ahead in curve!

Cheers,
Nitin

]]> By: Esteban Kolsky http://www.crmoutsiders.com/2009/08/31/ocial-crm-and-the-call-center-whats-the-difference/comment-page-1/#comment-1860 Esteban Kolsky Thu, 03 Sep 2009 22:30:00 +0000 http://www.crmoutsiders.com/?p=901#comment-1860 So refreshing to hear someone else say what I have been saying from the beginning. Social CRM is not about the customer interactions, it is about the data and feedback that they yield. And what that means to the organization. And how to use it. If I hear one more person tell me that to adopt SCRM all companies have to do is engage and listen I might just barf. I was listening to the people who told me to buy a certain stock at a low price, with sure information, and I was engaged in the conversation. I did not act on it though... guess who did not make the money? It is not about engaging in the conversation and listening. It is about what you do with the data. Trust me on this, if I would have listened back then we would be having a different conversation right now. So refreshing to hear someone else say what I have been saying from the beginning. Social CRM is not about the customer interactions, it is about the data and feedback that they yield. And what that means to the organization. And how to use it.

If I hear one more person tell me that to adopt SCRM all companies have to do is engage and listen I might just barf.

I was listening to the people who told me to buy a certain stock at a low price, with sure information, and I was engaged in the conversation. I did not act on it though… guess who did not make the money?

It is not about engaging in the conversation and listening. It is about what you do with the data. Trust me on this, if I would have listened back then we would be having a different conversation right now.

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