A social SFM/CRM platform needs to be built to address the immediate needs of businesses to communicate with customers — where ever those customers find themselves.
Emerging (competing) social SFM/CRM packages fall short by neglecting voice channels, for which there are decades of established processes and procedures, including metrics and reporting. But the social media industry appears unfamiliar with voice and blended voice/non-voice work.
Why is it needed:
Within four or five years, all businesses will be engaged in social media and will be using social media for marketing and customer relationship management (CRM). Social marketing and social CRM will extend across multiple contact channels — often for the same help ticket.
No CRM platform exists today that can properly manage CRM and sales force management (SFM) across multiple social media platforms and communication types. Management would include tracking, interaction monitoring, task-prompting and metrics collection. It would also archive interactions and assign marketing and CRM responsibilities.
Where is the money:
The platform could be marketed on a subscription model similar to RightNow for CRM and SalesForce.com for SFM.
With a technology platform in place, the developer would be in a position to offer services such as outsourced CRM/SFM.
Customer service is a multi-billion dollar industry. A company that develops a strong technology platform ahead of its competitors should be able to grow quickly and establish unique competitive advantages. I hope that I can help.
November 4th, 2009 at 11:14 pm #Rai Azlan
good post and idea is nice and no doubt with the changing trend of marketing world soon this will be one of the top most priority of the leading marketers and companies even in Pakistan
November 16th, 2009 at 8:27 pm #Ali
Nice idea! and fully agree with Rai Azlan :)
December 12th, 2009 at 6:59 am #Mustafa
The idea is good, social media is growing and will impact future marketing industry. I can’t think of a large scale CRM for social media at this time, as social media itself is evolving, like recently Facebook gave API’s and data to integrate on 3rd party website. Twitter is making changes, new things are coming etc.
Every idea starts from a smaller scale and grow big. Surely we always have a larger picture, focusing on it :) Starting from building smart apps on top of social media have the capacity to generate money from the corporate sector. Sooner or later they will spend on it.
best wishes,
http://genexbs.com
December 25th, 2009 at 12:52 pm #Fatima Ajmal
Siebel CRM On Demand latest versions cover social networking. Facebook, LinkedIn etc can be integrated and you can even find out the degree of relationship with a certain Contact in your CRM who can be an Account Rep, a partner or a customer etc.
December 28th, 2009 at 12:49 am #Rogers Mc
This is already been done:
http://www.salesforce.com/chatter/
December 30th, 2009 at 5:46 pm #Anthony Mitchell
The Saleforce ‘app’ is, by their own admission, airware. Nothing released yet except some vague screenshots, so it’s hard to see where they are going or if they even understand basic concepts. “All hat – no cattle.”
Likewise Siebel (RIP) is being widely panned by industry analysts for confusing data mining with CRM. See ‘hat’ reference above.
April 6th, 2010 at 12:09 pm #Ivan
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June 4th, 2010 at 5:36 pm #Irfan Suleman
right