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Social CRM and Employees

Article on what it takes to make the transition from CRM to Social CRM. However most of such discussion is missing the critical point of getting employees ready to make that transition – and whose role that is

A lot of HR people now are approaching me to conduct “social media awareness” sessions – so I guess is the movement to really becoming a “Social Business” is still some way off in India

[…] instant gratification and proof that companies are actually using their commentary. “It’s just basics,” he insists. “Saying, ‘Hey, that was a great comment and we’re looking into it’ can work. But you have to get back and show you’re making changes, otherwise you’ll see the community start dying off.”

That last point is key: participation.  Customers and clients want a relationship, a dialog with the company with whom they are dealing.  That puts a human face on it and creates customer satisfaction.

Another focal point of the article was the help center and the way the help center will change as a result of social media.  The help center is the point of contact with which most clients interact with the company/business and because of that there will be changes in the staff and capabilities of the staff:

While this article mostly dealt with the idea of on-line forums, other aspects of social media interaction were touched upon as well as the need to have a strategy for that interaction.  In fact, regarding that last, the entire June 2009 issue was the Social media issue and there are a lot of articles with interesting and valuable content.