Michael MaozWhat is it about the major external service providers (ESPs) against innovation? I know they do a great job on the massive outsourcing, out-placing, change management, re-platforming, galactic shift stuff. But what about the move to customer engagement through social channels and collaboration?
I’m not analyzing them here -I am just observing what I am observing from the experiences of some of our most impressive clients, and that is that their cutting edge customer engagement strategies are either in house developments OR via the assistance of the upstart software company in conjunction with a local, boutique, small consulting firm.
Have the large ESPs just found it to be too small a project? Not enough billable hours? Or no scalable software vendor to develop a technology practice? I’ve heard a lot of excuses, and some of them are around the ‘difficulties’ with the Cloud / SaaS nature of the offerings behind the Social CRM.
What is your experience? Has your system integrator / consultancy stepped up? Is it a large ESP, or boutique? I’m soon to write about this in my new scenario, and would love your insights.
Category: Applications Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Tags:
2 responses so far ↓
1 Consultancies are holding back Social CRM. : : crm September 3, 2010 at 12:32 pm
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2 Social Business Top News for September 3rd from 07:00 to 10:30 – Social CRM ( SCRM ) Consulting Services | Social CRM World ( SCRM ) September 3, 2010 at 3:03 pm
[...] Consultancies are holding back Social CRM. [...]