2011: The Year Social CRM Goes Mainstream

INC. on line presents an interesting look at what's to come in the CRM (customer relationship management) arena in 2011. As we've commented recently, one of the biggest challenge or opportunity for businesses will be how to participate in the social networking phenomenon. 

Most of the business folks we've spoken with have very little understanding of this new world. 

A major focus of Tech.Sell's efforts in the new year will focus on Social CRM and how to gain from this movement. 

The University of Toronto’s Rotman School of Management recently held a three-day course called "Managing Customer Engagement Using Social Media and CRM." The course included sessions on measuring the value of customers, the ROI of social CRM, and driving user adoption with change management. It's a sign of things to come.

"The changing corporate culture

"The challenge is that most companies have been wired from the ground up to operate in a world of company-controlled communication, and they're simply not equipped to engage in conversations. But, the rules have changed," says Greg Gianforte , founder and CEO of customer experience solutions provider RightNow. "To be truly conversant with social customers, companies are rewiring their operations to be more customer-centered, more relationship oriented, and more transparent. They're collaborating across departmental silos, working beyond the capabilities of traditional CRM tools, and weaving social into business as usual. " Read More....

Interested in Social CRM? Get a hands on copy of the new social CRM app Nimble Contact