After researching and trying to cram as much information as I could to appear credible I quickly realized that there was not anything too earth shattering that I did not know the summer of 2010 but I did uncover quite a bit to aid me in feeling comfortable discussing this topic. My reference to comfort is the advent of technology that actually stands to finally benefit the users.

The ever present conversations about CRM user adoption I do not think will ever really change but there has been ground gained in making it an easier conversation and actionable results in a shorter time frame. There has been lessons learn on who needs to be involved in this conversation from the decision on the solution to how it will be implemented, rolled out and measured.

What I discovered:

• The internet has changed the rules, it is not so much of a CRM user managing their prospects and customers but more of the user managing their approach, preparation and access to the information they need internally and externally for an audience that controls the conversations.
• The ability to do their jobs without leveraging multiple applications, spending a lot of their time merging or migrating data multiple times during the day basically anywhere, anything, 24/7 is truly possible.
• The comfort knowing that the data they track can be easily shared up the ladder and back down in easy graphical dashboards and reports. In other words keep their leaders off their backs as well as colorful diagrams easily understood by the smallest of brains (mine)
• That if they are typing challenged (like me) there is voice recognition, handwriting recognition, touch and tap technology to leverage. Can I get an amen?!!
• That there is no longer the need to go offline and spend hours synchronizing by having to VPN in. Even on an airplane….hmm…grrrrrr….
• The ability to access this data via device of choice.
• Going back to the first bullet I can pull in external internet buzz and leverage internal conversations as well eliminating a large portion of the 200+ e-mails received in a day? GET OUT!

Okay so I would really think I was still in REM mode and dreaming but in reality this is all possible today. Well, let me reframe that last sentence, the technology is there but the people and process components are still required. The value add of today’s technology is that all of the people involved end up with what they need in the end to do their jobs.

It was also clearly revealed that the economic state we are in would squeeze the adoption grip even tighter. The need to keep the customers you currently have would be in play equally as important as attaining new customers. The ability to service your current customers who can instantly voice their discontent that new customers with uncover will no doubt affect a prospects decision. The need to quickly access your data to react in a timely and effective way will drive adoption to keep your job and the lights on. Adapt or fail is on the same level of adopt or fail.

I look forward to participating in the webcast conversation knowing that the technology limitations, ease of use and access challenges have matured, I can only hope that the maturation of people working together and the capture of repeatable success driven processes will make it a much easier conversation.

Okay, now I need a nap!

My latest escapade drew several lines to what is constantly being discussed in the definitions of Social CRM. This is not about defining it but more of my personal experience and how it depicts how the Social Audience (prospects, leads, customers, partners suppliers) interact with brands. Actually, I will put the Social Audience this context; anyone along the lines of a “stakeholder” that a company depends on for its success.

In the Social Audience, it is about me and my actions are a true depiction of what  2006 Time Magazine’s Person of the Year: You or in this particular case me and my experience relates to “Social CRM.” The point to remember is just because the audience has a perceived ownership of the a conversation it does not me companies cannot be a part of it but they have to constantly listen and know when to engage. There still has to be a solid foundation of traditional CRM as Paul Greenberg’s post a few weeks back expressed in Blocking and Tackling: Not Football, CRM.

So here is my experience and process of Social CRM shared with you in the CRM foundational manner based on a Garmin Forerunner 110 GPS watch ( Black with Red Stripe) I received this week.

My intent it to follow along the traditional CRM approach with a “Social CRM” point of view to explain ways companies can leverage multiple channels and integrate into their own People, Process and Technology Strategy.

Follow me ok?

Marketing:

1. I saw the watch in an ad in Runner’s World magazine several weeks ago on the latest Garmin GPS running watch and there was a link given for more information.
2. I went to site where I learned about the features and images of the watch; the only hitch for me was it would not be released for purchase until the end of this month.
3. I set up a Google Alert to track all that was being discussed about the watch pre, during and post launch in anxious anticipation of owning one.
4. I received a number of daily alerts that I had to sift through on articles, blogs, and comparisons to their current line and competitor watches.

Sales:

1. Through the alerts I went through the process of determining my own “Sentiment” which came out to be a positive one.
2. The opportunity to view multiple images and the ability to read blog posts from writers who were given early access to the watch and forum chatter further enticed my intent to purchase.
3. There were also several videos explaining the use, set up and functionality which steadily added to my confidence in the choice to purchase. I was also able to download a pdf of the user manual.
4. My next step was to find who would carry it, how reputable the dealer would be and what was the best price on it I could find.
5. I went through all of the due diligence and purchased it through a site RoadRunner Sports that I had been a sporadic customer of for a number of years which also gave me a nice VIP discount.

Support:

1. Initial support that I needed was more of how to set up the watch and synch it with a My Garmin Connect website that allowed me to upload via USB all of my workouts for a visual map and graph of my route and time, pace, distance as well as heart rate.
2. At the site Garmin also pointed me to a Plug-in that would allow me to use the online tracking.
3. I signed up, and synchronized without any problems and I reviewed the FAQ about the device and set-up.

I took my first run with the watch and I must say that it exceeded all of my expectations. It had unbelievable accuracy and ease of use.

I have described my experience but wanted to also share with you some ideas or lessons learned that companies can instill in their strategies to extend their traditional CRM strategy in the Social Realm.

Too many companies look at Social Media as being a separate entity but as I always say you cannot have a conversation or strategy pertaining to traditional CRM that does not have a Social angle.

If you look closer you will also see that the Marketing, Sales and Support lanes are all intertwined and lean on each other in sort of a full circle process. There is a large amount of crossover in those lanes can point and speak to the Social Audience.

While I had a very good experience I wanted to add some feedback to help companies further extend as well as connect their Social Strategy.

Lessons that can further enhance the experience:

• Garmin could benefit by adding a specific lead source code, or Mobile Text component to further connect, engage and segment their audience because the Social Audience is also a Mobile Audience. I see so many magazine ads that only give a website, usually in small print. Audiences have the ability, desire and tools to engage instantly.
• By adding the above it the effectiveness and ROI of the ad as well as instantly engagement for current and subsequent campaigns and communications.
• Do not force your audience to drink all of the online data through a fire hose of information; provide them a straw through precise Social Media Monitoring tools and practices.
• As you can see I have become an advocate and potential influencer, will Garmin find me? How do you find your brand influencers? Because of my satisfaction I will want to share my thoughts and ideas with others.
• I tweeted about ordering my watch and used the wording Garmin Forerunner 110 looking for an early engagement and did not receive any response. Companies need to leverage the power of Twitter, if someone has a problem which could be instant frustration or questions most will express it via Twitter. Are you monitoring this chatter? Can you engage?
• Integrate your marketing, sales and support channels through Twitter to engage your audience and invoke an early alert process to Marketing, Sales and Support inquiries.

If you are not looking at your current strategy and drawing Social CRM lines to all people, processes and technology you are not being effective in the conversations and engagements required to grow and maintain your Social Audience.

It is now time for me to run and feed my addiction.

• Deliver a Superior Product
• Listen to customer feedback
• Respond and address customer’s feedback
• Exceed Customer Expectations

I purchased a set of Bose in-ear headphones a while back mainly because of my positive experiences with the Bose radio and the Tri-Port Headphones. I really like music and Bose creates a favorable environment to the listening experience. I was satisfied with my purchase even though the size replaceable ear tips did not stay on. As I was stepping on the Treadmill last week to start my cardio workout and listen to the new Seal CD System (which is a great ) I realized that I was missing the right side ear tip and I searched all around the treadmill as well as retracing my steps from the locker room but could not find it. I was not happy and rightfully could have left the gym because my workout was running around searching for it.
ANYWAY, when I got home I went on line and put in a key word search for Bose in-ear accessories to see if I could order some new ear tips.
My search pointed me to a link: Complimentary Silicone Tips and Stability Enhancement Kit for Bose … I literally fell out of my chair and this is what I found when I clicked the link:

“Thanks to everyone who gave us feedback on Bose® in-ear headphones.
We’re glad there is a high level of overall satisfaction—especially for the audio performance and comfort when compared to conventional ear buds. The comments also revealed two opportunities to better meet the needs of some customers.
Here’s what you told us, and what we’ve done:
The silicone ear tips become detached under certain conditionsWe’ve designed new ear tips that should stay more firmly in place on the headphones.
The in-ear stability of the headphones during certain activities, such as exercise, could be improved We’ve developed a stability enhancement accessory including a clothing clip and lanyard. Both reduce the cord’s “pull” during increased activity.
As a Bose in-ear headphone owner, you can order a complete set of our new ear tips and new stability enhancement accessory free of charge.
Your satisfaction is our top priority and we appreciate your support of Bose products. We hope your Bose in-ear headphones continue to provide many years of enjoyable listening.”

Wow, was all I could say, not only were they willing to replace the ear tips but they also updated me on a lanyard stability accessory to keep my headphones positioned correctly…..get this…for NO CHARGE….zilch…nada…nuttin!
Being the optimistic skeptic (yeah I know….) I thought I would not qualify because I did not register my headphones or could not remember if I did when I purchased them but I filled out the form online anyway and lo and behold I received my packages a week later and my over exuberance cause me to order an additional set of ear tips in error so I received 2 sets of ear tips and the stability lanyard. I am speechless but should I or we should expect less? I remember a quote I saw from Delta Air Lines that stated something to the effect of “We want to exceed our customer’s expectations” and I remember at the time just thinking that was a big statement (especially for an airlines) and I only expect a company to meet my expectations but Bose truly exceeded it and have formed a nice union of Customer Relationship Management and Customer Experience Management to turn me into a soapbox advocate.

Bose makes superb products for the enhancement of listening experiences, they also know how to listen and do the right thing.