By Bob Sullivan
Expert Author
Article Date: 2010-11-29
If you are currently using a CRM system (hereafter known as CRM1.0), you've most likely heard about Social CRM, which is often being billed by many CRM services providers as something akin to a CRM 2.0.
Warning - Don't jump on that bandwagon yet! Many CRM users are still working on getting their CRM implementations working correctly, so it's not a good idea to jump from CRM 1.0 before it is mastered and add the complexities of Social CRM.There is a fantastic article, posted by Paul Gillin on his blog Social Media and the Open Enterprise. Titled, "Social CRM: Curb Your Enthusiasm", it provides some very enlightening information on this topic.
Here are some brief comments taken from his article - an article which might help you decide whether to engage in Social CRM.
- Customers are still struggling to get CRM 1.0 right
- Social CRM introduces potentially enormous new complexity to the process
- The fact that I'm connected to people has little to do with their influence over my decisions.
- If someone were to cold-call me to follow up on a stray comment I made on Twitter, I would be as likely to hang up as to ask for a proposal.
If you are still working on getting your current CRM system right, but also considering adding a Social CRM piece, I would suggest you read more about it in this article.
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