Last night I attended Social CRM: Putting Customers First , hosted by the San Francisco chapter of the Social Media Club . It was a great event, and I'll briefly recap some of the discussion and my observations. The panelists were first asked why Social CRM (SCRM) was relevant. Their answers were as follows: Vendors need to know who their customers are out there on the social web. Vendors need to be able to identify customer pain points from conversations on the social web. Vendors need to know what to do with these conversations on the social web. These discussions are the center of business today; their importance cannot be understated. The social web grows too fast for vendor solutions to keep up. Therefore, vendor solutions must embrace the social web, and learn how to crowdsource. There is no way that you can scale communities and community managers that fast. Customers don't care about your organization structure, they just want answers a...
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