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"Social CRM: Category-Buster or Big Bust" will be our discussion topic at the upcoming event for Bay Area Executives.
www.meetup.com/BayAreaExecutives/calendar/13370883/
Is social the salvation of CRM or is it lipstick on a pig? According to some estimates, CRM has been the biggest waste of enterprise IT dollars in the history of the industry, with half or more of all installations failing or at least failing to meet (lofty) expectations. While social CRM is still in its infancy, many of those same critics are already writing it off as a failed extension of a disappointing category.
At one level, the challenge is daunting. Traditional CRM systems have been operational, internally-facing and transactional while social CRM is outward-facing, customer conversations with multi-way interactions. Yet perhaps it is precisely these social elements whose absence led to the failure of CRM implementations and whose successful incorporation will reinvigorate the category and redefine the company/customer landscape.
It is way too early to write off social CRM. As is so often the case with technology, the technology has moved faster than the ability of business to exploit it. We’ve mashed together two disparate technologies and have only begun to think about how this transforms the way we engage with our customers and beyond that drive business value.
We’ll look at how social technologies are not only transforming the CRM category but are in fact redefining the relationship between companies and their customers. This is an inexorable (r)evolution which forward-thinking companies need to understand and embrace.
Speaker: Jonathan Yarmis
Jonathan Yarmis Research Fellow
Jonathan Yarmis has been a leading voice in the technology industry for over 30 years, with a variety of experience in industry analysis, end-user computing, and public and analyst relations.
Jonathan is currently Research Fellow at Ovum. Most recently, he was VP of Disruptive
Technologies at AMR Research and spent 10 years at Gartner, heading up all end-user
computing research. He has also worked at senior levels at PR firms Hill & Knowlton and Waggener Edstrom Worldwide. He produced and served as content chairperson for a variety of conferences and tradeshows at eMarketWorld, including ad:tech.
He is a regular speaker at industry events and appears regularly in a variety of print and
broadcast media.
Jonathan received his BA from Hamilton College.
The SCRM is a most fascinating museum with an absolutely eclectic mix of railroad equipment both by age, by diversity of geographic location and by type. If you don't believe it look at *ALL* the pix so far.
This was a Southern work caboose #XC5. It appears to have been modified by the group as an open car for rides.To date I have found very little information, so if you have websites please pass them on. Thanks
ATSF 108 (formerly ATSF 98) runs light engine back into the shed after a long day’s work at the Southern California Railway Museum.
A few images from the wonderful photo charter at the Southern California Railway Museum in Perris, California on May 2. A big thank you to Pete Lerro, the SCRM, all the reenactors and all the other involved that made this a great event.
CRM MANAGER, CRM MANAGEMENT, SCRM, Social customer relationship managment, customer relationship managment, hayley vallejo, [www.hayley-vallejo.com]
May you see costuming - www.facebook.com/mayyouseecostumes
May you see costuming - www.instagram.com/may_you_see/
SCRM volunteers staging an old-fashioned handover of train orders up to the locomotive cab for photographers at the museum's night photoshoot.
May you see costuming - www.facebook.com/mayyouseecostumes
May you see costuming - www.instagram.com/may_you_see/
Performance improvement following Enterprise 2.0 at OSISoft (reproduced from "Social software for business performance," by the Deloitte Center for the Edge)
A few images from the wonderful photo charter at the Southern California Railway Museum in Perris, California on May 2. A big thank you to Pete Lerro, the SCRM, all the reenactors and all the other involved that made this a great event.
CRM MANAGER, CRM MANAGEMENT, SCRM, Social customer relationship managment, customer relationship managment, hayley vallejo, [www.hayley-vallejo.com]
kd.cosplay - www.facebook.com/kd.cosplay
kd.cosplay - www.instagram.com/kd.cosplay/
xgalevey - www.instagram.com/xgalevey/
May you see costuming - www.facebook.com/mayyouseecostumes
May you see costuming - www.instagram.com/may_you_see/
mydeardoily - www.instagram.com/mydeardoily/
SC Railroad Museum in Winnsboro SC. I was able to snag a round-trip to the nearby granite quarry. (Of course, my job was to offer some interesting botany tidbits along the way.) These nice people are members of the Lexington County Master Gardeners Association.
18 Use Cases of Relaso Social CRM for Marketing, Sales, Service & Support, Innovation, Collaboration, Customer Experience
Here you find a Sample Analysis Report of Social Media Activities / Impact in a typical implementation of CRM.
Here "Website Hits" is assumed as the factor determining impact of a particular activity, In your case it may be something else too (Example: Brand Recognition, Customer Satisfaction etc.,). This is typically determined from your CRM Goals.
You may want to analyze more than one factor as well, super imposing information on top of each other, in the same time period.
This sketch describes how the impact of various Social Media Activities can be analyzed. Made by www.crmit.com/
May you see costuming - www.facebook.com/mayyouseecostumes
May you see costuming - www.instagram.com/may_you_see/
I was able to snag a round-trip to the nearby granite quarry. (Of course, my job was to offer some interesting botany tidbits along the way.) www.scrm.org/
Senior executives are skeptical of the value of social software. Their reluctance is understandable but self-defeating. Deloitte Center for the Edge’s paper, “Social Software for Business Performance” discusses how companies can leverage social software to significantly enhance business performance in the short-term and transform it in the long-term. Early adopters of social software have the potential to reap financial rewards and develop skills and experience that can help build a stronger competitive position over time.
Social software has unique capabilities to address current operating challenges and improve operating metrics. To capture this value, however, companies will need to more systematically assess the operating metrics that have the greatest potential to move the needle and then strategically deploy social software to ensure near-term performance impact with modest investment.
This “Social Software for Business Performance” paper discusses:
Profound changes are underway. The current technologies support standard business processes but fail to support the dynamic informal communications needed for resolving exceptions. Employees need tools that enable them to navigate organizational boundaries, connect to the right people and accelerate exception resolution.
Skeptics will finish last. Companies that want to successfully implement these tools should develop a strategy for deriving tangible operating performance improvements and achieving competitive advantage through the intelligent and targeted application of social software tools.
Focusing on adoption is a dead-end strategy. Adoption metrics have not historically addressed what matters most to employees, managers or executives. As long as adoption is the primary measure of success, resistance, at all levels, will likely block successful social software deployment.
Companies must be strategic. Social software, applied against the problem of exception handling, can directly and measurably impact operating metrics and improve business performance.
Companies must be decisive. Too often, companies implement social software without clear business objectives or a strategy for moving the needle on organizational performance. These efforts typically fail. Our focused approach helps executives select the exception-handling opportunities that can have the greatest impact on operating and financial metrics.
Companies must act now. Companies that move quickly can reap significant financial rewards and develop skills and experience that has the potential to help them build a stronger competitive position over time.
Skepticism with social software persists, in part, because social software evangelists are their own worst enemy. They have failed to effectively communicate how social software can drive real operating benefits.
You can find report here:
RR&W's #2028 passing the old semaphore in Winnsboro heading out to out any fire caused by the Flagg Coal #75.
The late Dave Nestle on Fonda, Johnstown & Gloversville (later Bamberger Railroad) interurban 127 at Orange Empire Railway Museum (now SCRM) in Perris, CA., early 1990's.
Having worked for the railroad for a time, Dave was one of the deans of FJ&G history, I knew him after he had retired from the railroad; he and his wife Pat operated a Christmas tree farm in Greenwich along with a railroadiana business. "Nestle's Railroadiana" was headquartered in a nice old barn on their farm and in those pre-internet days sold things by mail- you sent Dave a large SSAE and he mailed you back one of his multi-page lists. You then filled in the order form, crossed the items you were buying off the list, and mailed it back with payment. Your goodies arrived soon after.
Dave was a neat guy and a wealth of knowledge about the railroad; I'm grateful to have made a couple of visits to FJ&G country to spend time with him, and was delighted when he and Pat came to visit with me at the railway museum. Dave wrote "Hudson Valley Trolleys", he and Bill Gordon co-authored "Steam and Trolley Days on the FJ&G Railroad", and Dave also contributed to "Trolleys Down the Mohawk Valley".
Global Social CRM community made history by participating in a worldwide event (16 countries) via TelePresence out of 3 locations: Santa Clara, CA; Washington, DC and New York, NY; via WebEx, Livestreaming video, Twitter and Wave.
(cc) Shashi Bellamkonda www.shashi.name Social Media Swami Network Solutions Please credit as above if using this picture