Companies Are 'Just Getting Started' With Social Business

NO RATINGS
View comments: newest first | oldest first | threaded
Page 1 of 3   Next >   Last >>
magneticnorth
User Rank
Blogger
Re: Is there an app for that?
magneticnorth   2/29/2012 10:12:26 PM
NO RATINGS

There's Nimble, but I think it's more like a social version of Salesforce. These sales-focused CRM packages don't seem to be appropriate for FMCG-type applications. I'm hoping for at least three mass CRM services to come up with social media integration so that the software matures fast.

cvargas
User Rank
Blogger
Re: Social media Vs CRM
cvargas   2/29/2012 7:36:57 PM
NO RATINGS

@Mitch

I wish Yelp had been around when I lived by you.  There was a restaurant that claimed to have (and make) Chicago Style Hotdogs, Italian Beef, and a whole assortment of other Chicago Style cuisine.  Truth is they were one of the worst places I think I have potentially ever eaten at (outside of some of the military food that I had the pleasure to enjoy for a few years).  I think that they were either in Santee or El Cajon.

Eventually we found a place up by Ramona that actually made really good Chicago Style foods. Granted at the time I was not as familar with those types of foods as I am now after having lived up in this area for a number of years, but having vistied Chicago on several occasions I knew the first place was junk.

So good luck on the pizza and hopefully they won't let you down next time.

Mitch Wagner
User Rank
Blogger
Re: Social media Vs CRM
Mitch Wagner   2/29/2012 4:19:11 PM
NO RATINGS

@cvargas - I do know that this particular place monitors its Yelp ratings; I've seen its responses to comments. 

But I have received no response to mine. 

Your advice to let management know directly is good, but I don't know that I want to put that much effort into ordering pizza. I'll try them once or twice more, and if service continues below par, I'll probably just vote with my fingers and use those fingers to dial another pizza place. Indeed, reviews on Yelp point me to one particular pizza place that supposedly has great New York style pizza; as an expat New Yorker I find that appealing. 

cvargas
User Rank
Blogger
Re: Social media Vs CRM
cvargas   2/29/2012 11:49:12 AM
NO RATINGS

@Mitch

I'm all for posting information on Yelp (good or bad) regarding companies to know my opinion about their service and/or product quality offering.  But you would be surprised at how many don't even know Yelp.

The first week of February, I was a speaker for Social Media Marketing for a local chamber meeting.  One of the first things that I asked the audience was about their awareness of how their company works with, deals with, and responds to social media events/postings about their brand,product, or service.  Out of 50+ people in the room only one business owner even understoof the impact of social media towards their business.  I practically had my mouth hit the floor from the overall lack of knowledge (and caring) that most of these owners had.  So during my 30 minutes of time with them, I basically touched on every major trend of social media and then started having people in the audience pull their own companies up on Yelp, Facebook, and Twitter.  The typical response was "I never heard about this".

So while your review is probably just and fair, it may take a call to corporate (the owners) just to get the attention to the problem that it deserves.

cvargas
User Rank
Blogger
Re: Social media Vs CRM
cvargas   2/29/2012 11:38:33 AM
NO RATINGS

@Scott

I concur in thinking that Social Media should be part of a CRM system for a company.  Overcoming the privacy issues however could be a tip toe dance.  If a customer is willing to provide their social media accounts or link them to a CRM profile, then there can be all sorts of issues that arise if said company starts recording such information verses "monitoring for trends"

cvargas
User Rank
Blogger
Re: Is there an app for that?
cvargas   2/29/2012 11:34:55 AM
NO RATINGS

@Mitch

I would agree.  However the biggest down fall to these integrations is that unless it is a major CRM system that a company is paying top dollar for full support and upgrades that are rolled out, I think that many of them are still going to be lagging behind because they are hesitant to bring on a new version/component that may cause their existing (modified) system to potentially break.

So the reality of implementation may still be further away than it should/need be.

Mitch Wagner
User Rank
Blogger
Re: Is there an app for that?
Mitch Wagner   2/29/2012 11:28:39 AM
NO RATINGS

@cvargas - I expect we'll see social media integration as a feature of CRM systems this year. 

cvargas
User Rank
Blogger
Re: Is there an app for that?
cvargas   2/29/2012 11:04:02 AM
NO RATINGS

@magneticnorth

One thing that I've been working with clients on recently is the aspect of capturing their social media information (even if it is in a note).  The vast majority of CRM's don't allow for this information to be inputed directly unless you have a few custom fields that you can dedicate to this info.  However taking the first steps of gathering this information is equally valuable, even if it has to be extracted later on to be useful.

FB and Twitter both provide API's that can be setup for integration, but like you indicated the web based systems typically aren't available to integrate at that level.

impactnow
User Rank
Evangelist
Re: Social media Vs CRM
impactnow   2/27/2012 10:43:40 AM
NO RATINGS

I agree it is part of your overall relationship with a customer and should be considered part of the customer experience with the company.

John Barnes
User Rank
Blogger
NO RATINGS

Mitch, exactly, and here's another point from the world of military/political/foreign affairs intelligence, where it's been known for ages: secrets spill out of open-source intel at least as readily as they do out of traditional espionage and reconnaissance, and a very large part of those sources have to stay open because that's their job.  (See my novel Payback City for how a terrorist operation might, for example, be able to track police and military people trying to stop them by attacking at rush hour and using traffic reports, or consider how the price of (or number of ration coupons issued for)  diesel fuel in September-November tells you an immense amount about how good the harvest  was (because in grain-growing countries, harvesting machinery causes a big spike in diesel at that time).  That's one way Western intelligence agencies estimated Soviet grain harvests.  The modern world runs on so much information that deducing the hidden parts from the open ones is relatively easy.

But it's not usually done for friendly purposes, and most of us prefer to believe it can't be done.  Just at the moment there's a tempest in  a teapot about False Flesh and that's not nearly as good a guess about what people look like as Target is making about who they are.  Most of us like our anonymity; knowing how quickly it could be stripped off is difficult to deal with.

Page 1 of 3   Next >   Last >>


More Blogs from Mitch Wagner
A half-century of space opera teaches valuable lessons.
Brands say the hot new visual media help foster more intimate connections with customers.
Older people are more likely to see Millennials as "spoiled," "lazy," or "entitled."
Brands hurt their reputations by making their spokespeople hard to find.
leadership reports
Getting the Most from Mobile Marketing
The CMO Site, The CMO Site
The proliferation of smartphones and tablet devices presents new opportunities and challenges for marketers to reach customers where they are and when they’re ready to buy. Apps, the mobile Web, social check-ins, geofencing, and mobile ad standards are among the tools marketers need to master in this new world. Learn how to use new mobile technology effectively and avoid its hazards.
LEARN MORE
CMO videos
GM's Customer Focus
How GM uses customer metrics and analytics.

2:34

(4) comments
Del Mar Races to Win
How the racetrack uses social and mobile marketing

1:54

(6) comments
Social Media Resolutions
Ideas for social media marketing in 2012.

4:25

(38) comments
My Viral Tweet
What marketers can learn from a tweet.

2:54

(9) comments
Trikkes & Marketing
Retailers face three options in 2012.

3:41

(4) comments
Mobile Marketing Is Hard
Meet Amazon.com's Price Check app.

3:01

(1) comment
Neither Snow Nor Rain
The USPS plans to curtail mail delivery.

02:18

(5) comments
Careful With Foursquare
Mitch Wagner trips over his own feet.

04:26

(3) comments
Community Is 'Where It's At'
If brands want their names to stick they need to ...

2:27

(11) comments
Twitter Upgrades
Twitter is now more useful for brands.

2:42

(1) comment
Fonts Mean Brands
Mess with your font at your peril.

3:12

(5) comments
CMOs Need More Customer Time
CMOs are missing the opportunity to get info ...

2:21

(0) comments
Behavioral Ads
Marketers are losing on behavioral advertising.

2:54

(8) comments
'Moneyball' Marketing
"Moneyball," the new Brad Pitt baseball movie, is ...

3:00

(1) comment
twitter feed
The CMO Site Twiter Feed
like us on facebook
The CMO Site Linked-In Group Ad
Charlotte Blank
General Motors: Keeping the Customer at the Center

2|29|12   |   2:34   |   (4) comments


How the carmaker uses metrics and analytics to track all the proliferating information streams it has on customers, from social media, real life, and more.
Craig Dado
Del Mar Races to Win at Social, Mobile Marketing

2|15|12   |   1:54   |   (6) comments


Craig Dado, senior vice president of marketing for the Del Mar Thoroughbred Club, describes how the racetrack uses social and mobile marketing to attract a younger, female demographic.
Mitch Wagner
Social Media Marketing Resolutions

1|25|12   |   4:25   |   (38) comments


Ideas for boosting B2B social media marketing in 2012.
Mitch Wagner
My Viral Tweet

1|18|12   |   2:54   |   (9) comments


What marketers can learn from a tweet that went viral.
Mitch Wagner
Trikkes & the Future of Retail Marketing

1|9|12   |   3:41   |   (4) comments


Retailers face three options in 2012: Go low on price, go high on service, or go out of business.
Mitch Wagner
Looking 5 Years Ahead in Marketing

12|21|11   |   3:51   |   (3) comments


IBM made five predictions for the future in its annual 5 in 5 projection, and three of them are relevant to marketing.
Mitch Wagner
Mobile Makes Retail Marketing Harder

12|19|11   |   3:01   |   (1) comment


Amazon.com's recent Price Check app heralds the beginning of a new era of creative destruction for brick-and-mortar retailers.
Keith Dawson
Neither Snow Nor Rain

12|13|11   |   02:18   |   (5) comments


As the US Postal Service prepares to curtail mail delivery, marketers relying on first class will have to plan more carefully and, over time, move into other channels.
Mitch Wagner
Don’t Embarrass Yourself on Foursquare

12|12|11   |   04:26   |   (3) comments


Editor-in-chief Mitch Wagner trips over his own feet trying to use a Foursquare discount, in a tale with a lesson for brands.
CMO Video
Community Is 'Where It's At'

11|15|11   |   2:27   |   (11) comments


Is a massive, three-day industry event featuring A-list speakers like Bill Clinton and Malcolm Gladwell the right approach for a company seeking to generate awareness of its brand? Steve thinks that goes part of the way, but if brands want their names to stick they need to build communities.
Mitch Wagner
Twitter Upgrades Activity Streams

11|9|11   |   2:42   |   (1) comment


Twitter improved its home page to make it more useful for brands looking to find influencers to engage with.
Keith Dawson
Fonts Mean Brands

10|31|11   |   3:12   |   (5) comments


Once you associate a font with your brand, you mess with it at your peril.
Mitch Wagner
IBM Study: CMOs Need More One-on-One Customer Time

10|20|11   |   2:21   |   (0) comments


CMOs rely on aggregate data for customer preferences and are missing the opportunity to get one-on-one information through social media and other resources, according to a study of 1,734 CMOs conducted by IBM. Watch a Webinar presenting the findings, and get a copy of the report for yourself.
Keith Dawson
Behavioral Ads: Getting Back in the Conversation

10|18|11   |   2:54   |   (8) comments


Surveys show that marketers are losing the mindshare battle on the benefits of behavioral advertising – and they need to rejoin that conversation.
Mitch Wagner
'Moneyball' Marketing

10|14|11   |   3:00   |   (1) comment


"Moneyball," the new Brad Pitt baseball movie, is one every marketer should see. It's not just about relying on metrics and analytics over gut feelings, it's also about relying on the right metrics and analytics.