Seven Times Seven, LLC has been in business since 2008 and provides consultation on behalf of 7 main industry segments (i.e. Payroll, Workers Compensation, Professional Employer Organizations (PEOs), IT (Wireless Devices), Social Media, Customer Relationship Management (CRM & Issue Tracking), and Website Integration (Search Engine Optimization - SEO).
Saturday, January 5, 2013
SocialCRM Revisited: The Continued Progression of Customer Relationship Management
Throughout the last decade, people and organizations have
continued to adopt technology in order to enhance themselves and/or their
businesses. In fact, with all the technological influxes we have all
experienced over the years, it is no wonder that our brains also keep expanding
or are you like me and finding your brain having a hard time keeping up?
Needless to say… would you agree that these technological improvements and advancements,
regardless of nature found in our lives and businesses are helping us run
easier or do you think that they are bogging us down?
Customer Relationship Management (better known to many as
CRM) is one such concept not only evolving in our own personal lives but also
many of our businesses like I have mentioned many times in previous posts. This
concept, which once only applied to us managing relationships in a personal
setting, has now become an integral part of our online existences. Whether you
look at CRM as a tool, in a business setting, or in your personal live, there
are many CRM resources that are now available to us, which can help monitor
SOCIAL activities (CRM systems), while providing quantitative (DATA) that you
or your business can use to ultimately drive new relationships and increase
sales by providing a personalized approach to your friends, colleagues, and
potential friends or clients if used correctly.
It was one believed that only progressive or large
corporations were the ones investing in CRM. However, most if it not all of
these same organizations failed (are still failing) to accurately quantify what
benefits they derived or are deriving from a CRM system, which many believe has
halted their advances in dealing with customer issues and relationships through
CRM. What’s interesting is if you look at these companies (many studies out
there) you will almost always find that most of the time it was not the systems
fault but instead the people and/or companies using these systems, as they
never really figured out a way to clearly define what they wanted (will Want)
out of these technologies... now enter SMALL BUSINESSES!
In today’s day and age (especially with the advent of
social media) customer engagement has become/becoming a key emphasis in almost
every business(es) long-term strategies (i.e. the whole who, what, when, where
adage)… how to interact with customers, friends, and acquaintances in order to
grow. One thing in certain and that is this integration of customer
relationship management by anyone with access to social media is giving
everyone regardless of size, location, age, gender, race, etc the ability to
stay in touch while voicing their opinions about people, businesses, governance,
etc. to name a few. Does this sound familiar?
SocialCRM. Although not 100% defined yet, SocialCRM is Customer
Relationship Management in a traditional sense (personal communications) but
instead of focusing on the system, more people and organizations are focusing
on the channels that their friends and customers use to voice their concerns
and opinions. In other words… ENGAGEMENT of the PEOPLE! In a nut shell,
SocialCRM is not some new system, rather it is a new way for people and
businesses to integrate social media into their customer relationship
management practices to better predict behavior (personally or professionally) in
order to enhance either your personal or professional brand. Make sense?
Needless to say, there are hundreds of examples now
available to just about anyone with an internet connection of how they have
and/or are using CRM strategies combined with SocialCRM to enhance
relationships and monitor progress, while putting quantitative data behind their
actions. In fact, I ran across this article Big
Brands' Journey Toward Social Business, which is what spurred me to
re-visit this subject while providing our readers with yet another resource and
basic explanation in order to help in understanding
how other brands and businesses are successfully adopting SocialCRM strategies
to connect with their audience(s), react to inquires, and give their customers
what they want (I liken this to the saying, GET THE PEOPLE GOING by GIVING the
PEOPLE WHAT they REALLY WANT) not what you or your company may think they want.
The important thing to remember about
all this is that people and companies that include online with in-person
relationships through technologies such as CRM and Social Media will be
rewarded by their old and new acquaintances with new personal and professional relationships
that hopefully spur growth and innovation… now that’s truly SocialCRM! in used correctly.s or clients.roach to our
friends, collegues, and potential friends or clients. in a personal setting has
is a Consultant at [SevenTimesSeven]. He specializes in helping business owners
“manage their business and not their processes!” For more connect with him via Twitter
@ddandaneau or any of the other social platforms you may find him on.