Last week I attended to a CRM workshop in Dublin. It was about what they called Social CRM, and if you are selling CRM I am sure that you are aware of that, but do we know what is it about in depth?
To be honest I couldn’t find a better comparison between the traditional CRM and the Social CRM than the one provided by Brent´s Social CRM. Lets take a look of that.
After taking a look of that the main conclusions that come up to my mind are:
- the first step in the relationship is traditionally the campaign, i mean one specific message that is delivered through specific channels in a time frame to the prospects. However this first step using the social networks would be the content as a tool to generate conversations and meaningful relationships.
- In the traditional CRM divides the customers in the sales cycle but in the social CRM is based in a collaborative relationship creating value for ourselves.
But, does it mean that the Traditional CRM is dead? my opinion is that to leverage the power of the CRM we need both: the operational Traditional CRM but also the content driven Social CRM. Meaning the customer relationship management tools and strategies we needed all along.
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This is a great chart. I have been trying to get my head around social media’s and CRM’s parallels .