Tomorrow I’m giving a free webinar called, “Are you Keeping Pace with the Evolving Demands of your Customers?” . The date, for those of you in other time zones than mine, is: 8 September 2010, at 9am EDT and 12pm EDT. Here is the link: http://my.gartner.com/portal/server.pt?open=512&objID=202&mode=2&PageID=5553&resId=1418122&ref=Webinar-Calendar
I think it is time to talk about where this “Social CRM” phenomenon is heading. A lot of the projects are exciting but disconnected from the bigger customer picture. The realized scope of the possibilities is not as broad as it might be. We are seeing facebook posts go unanswered by customer service. Sure, two interns in the marketing department are getting back to the customer, and maybe even flashing lights are going off when the ‘social listening’ triggers are sprung. Yes, there is a firedrill. And then? Sound and fury, signifying nothing (Tuesday dose of Macbeth). It is like someone presses the RESET button and the process change fails to happen.
Why do process changes not happen? Well, I’ll talk about that too. And listen to you. So far the Social CRM movement is lopsidedly (is that a word? It ought to be.) in the hands of the people with the big ideas, big budgets, and no need to close the loop of better service delivery. What could make this change? In some organizations, it has already.
See you tomorrow!