Innovation Through Social CRM

Mark J

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.”

Read the Full Story at CMS Wire

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