Comments on: Why Social Media is Making CRM Obsolete https://smallbusinessmarketingconsultant.com/why-social-media-is-making-crm-obsolete/ small business marketing consultant Mon, 11 May 2009 16:02:16 +0000 hourly 1 https://wordpress.org/?v=6.8.3 By: hamilton https://smallbusinessmarketingconsultant.com/why-social-media-is-making-crm-obsolete/comment-page-1/#comment-175 Mon, 11 May 2009 16:02:16 +0000 https://smallbusinessmarketingconsultant.com/?p=1153#comment-175 In reply to Mike Boysen – Effective CRM.

Thanks for the opinion Mike. My title may have pushed a little for the sake of generating interest.

I’m struggling to make sense out of social media and make it pay, just like many other people. CRM as a strategy happily co-exists with social media. CRM software does not. Although I have seen some attempts at tools that claim to “manage” social media campaigns.

]]> By: Mike Boysen - Effective CRM https://smallbusinessmarketingconsultant.com/why-social-media-is-making-crm-obsolete/comment-page-1/#comment-174 Mon, 11 May 2009 14:56:37 +0000 https://smallbusinessmarketingconsultant.com/?p=1153#comment-174 “Its goal: to increase sales by automating/managing relationships with customers and prospects.”

If you believe CRM is technology, then maybe this is the goal. If you believe it’s a strategy supported by workflows, processes and ultimately technology, then it’s impossible to buy into your headline.

Here’s a definition Dick Lee (check him out at CustomerThink) uses for CRM: “CRM is delivering value to your customer in a way that delivers value back to your business”

If that’s true, CRM is CRM regardless what new tools or buzzwords are deployed to stand out from the crowd.

OK, there are new tools that business could and should leverage to engage their customers. Let’s leave it at that.

Just my opinion

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