http://www.crmoutsiders.com/2009/10/21/social-crm-and-the-value-of-measuring-a-customer%e2%80%99s-attitude-2/?utm_source=rss&utm_medium=rss&utm_campaign=social-crm-and-the-value-of-measuring-a-customer%25e2%2580%2599s-attitude-2 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/2009/10/21/social-crm-and-the-value-of-measuring-a-customer%e2%80%99s-attitude-2/comment-page-1/#comment-2094 Esteban Kolsky Wed, 21 Oct 2009 18:00:14 +0000 http://www.crmoutsiders.com/?p=1032#comment-2094 just a short note to say i was here, i read, i agree -- nuff said. :) just a short note to say i was here, i read, i agree — nuff said.

]]> http://www.crmoutsiders.com/2009/10/21/social-crm-and-the-value-of-measuring-a-customer%e2%80%99s-attitude-2/comment-page-1/#comment-2093 Greg Y (@piplzchoice) Wed, 21 Oct 2009 17:03:14 +0000 http://www.crmoutsiders.com/?p=1032#comment-2093 Colin, Great insight! Social Media is making possible for Enterprise to collect and analyze customers sentiments toward their products and/or services at a very low cost, and quite high authenticity, compared with traditional Market Research methods, even though the traditional methods are still very valuable to zoom on specifics. The challenges are in development of understanding to what we need to measure to make a real impact on financial performance, and even more important - how do we change business processes and practices to make this impact a reality. The Social CRM strategy can now integrate Market Research and Competitive Intelligence methodologies under it's umbrella. Colin,
Great insight! Social Media is making possible for Enterprise to collect and analyze customers sentiments toward their products and/or services at a very low cost, and quite high authenticity, compared with traditional Market Research methods, even though the traditional methods are still very valuable to zoom on specifics.
The challenges are in development of understanding to what we need to measure to make a real impact on financial performance, and even more important – how do we change business processes and practices to make this impact a reality.
The Social CRM strategy can now integrate Market Research and Competitive Intelligence methodologies under it’s umbrella.

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