tag:blogger.com,1999:blog-13255676.post7796608359158006675..comments2023-07-20T08:59:49.730-07:00Comments on making a dent in the universe: SCRM vs CRMyadu tekalehttp://www.blogger.com/profile/05962924523584644135noreply@blogger.comBlogger3125tag:blogger.com,1999:blog-13255676.post-51041846192279114882009-07-30T07:10:44.072-07:002009-07-30T07:10:44.072-07:00John:
Seems like a good start to aggregating and ...John:<br /><br />Seems like a good start to aggregating and using it to change business or at least reflect on service delivered. The problem to me still lies in the companies ability to not only have an admininstrative action to recover with the customer, but a way to prevent the need to recover.<br /><br />You already know I am partial to systems thinking to do the latter.<br /><br />Regards, TrippTriBabbitthttps://www.blogger.com/profile/13679973147681046062noreply@blogger.comtag:blogger.com,1999:blog-13255676.post-7795662329672561342009-07-30T06:02:04.266-07:002009-07-30T06:02:04.266-07:00John,
agree that customers have the power to inf...John, <br /><br />agree that customers have the power to influence corporations and social media maginify that. i call it aggregation.<br /><br />i am still not convinced an individual consumer wields any more 'control' over business than before the advent of social medial<br /><br />aggregated consumer behaviour does, not individual consumer behaviour; in my opinion.<br /><br />again, let us not forget that this ability to 'control' will be very specific to certain industries and most applicable to those which are consumer focussed.<br /><br />and lastly, while i can see the merit in Prem's definition, the cynic in me says SCRM will be used by corporates not so much as to respond to consumer control but as yet another way to MANAGE consumer expectations and analyse consumer behaviour.<br /><br />i did say i was a cynic....yadu tekalehttps://www.blogger.com/profile/05962924523584644135noreply@blogger.comtag:blogger.com,1999:blog-13255676.post-77750939962918698032009-07-29T11:58:09.706-07:002009-07-29T11:58:09.706-07:00Yadu, I appreciated you sharing this post with me...Yadu, I appreciated you sharing this post with me. I see Social CRM as an extension of CRM, not the equivalent of CRM. While we are still working to satisfy many of the original requirements of CRM the needs/requirements for CRM have increased as a result of social tools.<br /><br />You are correct in stating that customers influenced other customers prior to social media. However, the level of influence customers have on other customers has risen dramatically. Customers are also now a much stronger part of the overall ecosystem, having a stronger influence on not just other customers, but on corporations as well. The magnification of this influence/power is what drives the need for social crm.<br /><br />Prem said it best when he stated:<br /><br />"Social CRM is the way businesses use social media & social networks (social technologies if you will) to respond to the control that the customers now wield over the conversations."<br /><br />Let me know what you think.<br /><br />JohnJohn Moorehttps://www.blogger.com/profile/02258348854562795388noreply@blogger.com