1. Hi. Want to chat about consulting, speaking, writing, partnering, employment, technology briefings, advisory or board opportunities? Please submit your message below, and I’ll get back to you as soon as possible. To your success, Brian

Value Creator

The Digital Home of Brian Vellmure

The Twitter Debate Continued – Is it Social CRM or Not?

Home » All Posts » The Twitter Debate Continued – Is it Social CRM or Not?

Author:

Categories: All Posts, Finding, Acquiring, and Delighting Customers Tags: , , , , , , ,

Social Media Influentials Jeremiah Owyang , Brian Solis, and Paul Greenberg weighed in today on what the future might hold for Twitter.

I agree most with Paul’s viewpoint. Conversations that happen across social media (including Twitter) could all be mapped into the defined intersections within what has become traditional CRM.

At the front end; for lead generation purposes, during post sale service activities; which feed into customer service and support efforts. Some are figuring out how to include the cloud sourcing activities into product and service development. I am sure there are many other examples.

A good example is the new release by Toucan for SalesForce, reportedly enables tracking of twitter posts for contacts contained within your CRM system.

I agree, that for Twitter and other social media platforms, the greatest opportunity as it relates to Social CRM, CRM 2.0, or whatever you want to call it, is to collaborate with the traditional CRM vendors to capture, analyze, and leverage the conversations happening in the cloud to deepen insight and therefore relationships with customers, prospects, vendors, partners, competitors, etc.

Jeremiah Owyang’s Article
Brian Solis’s Article
Paul Greenberg’s Article

Your thoughts?

About Brian Vellmure

For much of the last two decades, Brian has been helping B2B and B2C organizations across a variety of industries and sizes accelerate growth through customer focused transformation initiatives. He is an accomplished business leader, management consultant, keynote speaker, and an award winning syndicated blogger. He is often referred to as a Social CRM and Social Business thought leader & pioneer.

His thoughts have been featured in Forbes, Inc, CRM magazine and a host of other publications. He is a regular contributor to several additional media properties including Social Media Today, Social Enterprise Today, CustomerThink, the CIO Collaboration Network, and multiple Ziff Davis outlets.

In addition, he often serves as an expert advisor for technology vendors and their customers, providing thought leadership content, and market and product strategy guidance. Clients include IBM, SAS Institute, Microsoft Corporation, NICE Systems, Eloqua, Avaya, Marketo, SugarCRM, InsideView, and several startups.

Brian was a founding board member of International Princess Project, a social enterprise pioneer that helps restore hope & dignity to women formerly trafficked and/or enslaved in forced prostitution through a unique and sustainable organizational model. http://www.punjammies.com

Brian has traveled to more than 40 countries, is a real estate investor, and was an award winning NCAA Division 1 football scholarship athlete. He is is based in Orange County, CA.

For more updates, insights, and tools to further your growth, please subscribe by clicking here

Follow him on Twitter: @BrianVellmure

Comments

  1. Robert Schneider says

    I just posted my thoughts here. I don’t think Twitter IS or CAN BE social CRM. Twitter doesn’t manage relationships. It just tracks them. It’s not even that great at building relationships.

    No doubt it’s a crucial tool for building new CRM systems but it will never be a standalone solution to customer management. It will be used for tracking sentiment and opinion on a massive dynamic scale.

↑ Top of Page