At the top level, all of social media is driven by anthropology and sociology – it’s just the nature of the network. There has been a lot of discussion around Social CRM as these services also represent new opportunities for businesses to improve the bond between customers, prospects, and brands.
Social CRM isn’t just new technology, it’s forcing decision makers to change methodologies around what this all means, which in return creates a lot of change within the enterprise and that change needs support to make sure it happens for the right reasons.
However, why can’t businesses scale with social technologies? If you work for a healthy company, you’ll always have more customers than employees. As social network adoption continues to move “up and to the right” in adoption graphs, the amount of discussion generated from customers is only going to increase while your internal social strategists and community managers may only marginally increase.
In below this presentation, Jeremiah gives three pragmatic examples of how businesses can – and must scale when it comes to social technologies. They include:
* Using all the voices in your ecosystem (the Rings of Influence) not just being the only ones to talk.
* Develop more customer to customer technologies that leverage your customers to do your marketing, sales, and support.
* Invest in Social CRM systems, while immature now, they will eventually help companies respond in real time –and maybe even anticipate customer need. (read the full report on social CRM)
In addition to talking about the challenge, he also gives specific strategies, examples of who’s doing it, and pragmatic insights on what to do, so go through the presentation now and it worth your time.
Keynote: Three Ways Social Business Must Scale
Social CRM, at the very least, is propelled by engagement with purpose. And, when you think about it, in order to do so, genuinely, everything needs to change to support an outward focus and an inward process for adaption – otherwise, this is all lip service.