Innovation Through Social CRM
Updated · Nov 29, 2010
CRM systems have a set of use cases, strengths and weaknesses. As noted in this article on CMS Wire, as a starting point for understanding the possibilities of Social CRM, one has to get past the existing uses of CRM.
“Admittedly, a tweet about your company fails to go this deep. But it is more information than you had, a new opportunity for engagement and a chance to plum the deeper needs after the initial tweet or Facebook page post. Creating a ‘home court’ environment dedicated to capturing and engaging on these ideas and insights certainly sets up a stronger base for innovation.
“The larger point is that external feedback is critical to understanding what needs your company’s products are fulfilling, and designing products and businesses accordingly.”