Integrate Enterprise Social CRM Without Creating Silos
Updated · Mar 30, 2011
Social media is everywhere, right? Not quite. According to this Network World report, the one place social media isn’t is inside traditional CRM systems. CIOs want to bridge the gap between social media and enterprise CRM but avoiding CRM silos is important.
“Consumers check in on Foursquare. Your employees chat with customers on Facebook. Everyone tweets. Social media is everywhere, right? Not quite.
“CIOs want to bridge the gap between social media and enterprise CRM to give marketing and sales richer, more complete information about customers. Just as important: avoiding CRM silos, says Todd Michaud, vice president of IT at Focus Brands, the franchisor of specialty restaurants, including Cinnabon and Moe’s Southwest Grill. ‘I don’t want to worry about maintaining all these separate systems that really just talk about the same customers,’ Michaud says.”