Comments on: Social Media is Not “Once and Done”

By: Hank Marquis

Hank Marquis — Sat, 19 Sep 2009 09:10:36 +0000

From a business perspective social media refers to a dramatic change in the relationship between suppliers and their marketplaces, and one in which consumers now have the upper hand. Don’t confuse social media with popular outlets for its expression. Managers need to stop discounting social media by associating it only with outlets for its expression like LinkedIn®, TripAdvisor® and MySpace®. Social media outlets like Facebook® or Twitter® allow businesses to converse with communities of customers and users, as opposed to talking at them. For most of the history of marketing the marketplace has been captive, communications largely one sided, and there have been few alternatives for consumers. The situation has accelerated and changed. To survive, marketers need to embrace the concepts of social media, not necessarily every outlet for its expression.

By: Social Media is Not “Once and Done” « Social Media

Social Media is Not “Once and Done” « Social Media — Sat, 19 Sep 2009 01:17:52 +0000

[...] See more here: Social Media is Not “Onc&#… [...]

By: Valerie Kusler

Valerie Kusler — Fri, 18 Sep 2009 20:02:26 +0000

Great post, Scott — and so true.

Many companies first of all, dive in without a strategy at all. They create a facebook page, add 1,000 people on Twitter, spew nothing but brand messages, and think they’re all set.

Like any CRM strategy, social media activities must constantly evolve to continue to be relevant to the consumers you’re trying to reach– and in social media, relevance has to involve interaction.

By: Rick Mans

Rick Mans — Fri, 18 Sep 2009 19:51:38 +0000

Social Media is disconnected from CRM, since Social Media is about people. Not everybody you interact with is or will be your customer. However these people can help you to let other people become your customer. Off course it all depends on your interpretation of CRM and what you store in a CRM system (or how your CRM process is designed), but the C in CRM is just a bit too narrow for social media, since there are more not-customers out there than customers.

A small addition to 3: ensure not only you have that people, but you should also be aware some might have to do a full time job while participating in / monitoring social media. That is something that is often forgotten.

By: Mike Boysen

Mike Boysen — Fri, 18 Sep 2009 15:17:34 +0000

SCRM isn’t once and done just like CRM isn’t once and done….unless you believe CRM is software. Good post.

By: Twitter Trackbacks for Social Media is Not “Once and Done” [gartner.com] on Topsy.com

Fri, 18 Sep 2009 14:22:57 +0000

[...] Social Media is Not “Once and Done” blogs.gartner.com/scott_nelson/2009/09/18/social-media-is-not-once-and-done – view page – cached I received several interesting pieces of feedback from my post of yesterday, so this is a bit of a continuation on the theme. — From the page [...]