My day as a SocialCRM Rockstar
I often say the “Holy Grail” of Social CRM effectiveness is the ability to “make sense of the noise,” by identifying important conversations and pushing the right message to the right people at the right time and Radian6 listening platform is poised to lead the charge.
Their announcement of their salesforce.com integration at the Enterprise 2.0 conference raised the bar in effective Social CRM strategies.
I was invited this past week to participate on a panel called the “Rockstars of Social CRM” with the likes of Chris Brogan, Paul Greenberg, Brent Leary and Frank Eliason, Comcast’s Director of Digital Care moderated by Radian6 CEO, Marcel LeBrun.
Radian6 did an incredible job creating a “Rockstar” look and feel from the stage set up to the Guitar Hero equipment for the after party.
As for Social CRM, it is extremely hard to have the conversation about CRM today without a social aspect due to the fact that customers are now social entities interacting in a number of social focused channels. The ability to monitor those conversations and the analytical piece to properly address, respond, route or ignore has to be timely. Integrating the vital conversations into the standard Marketing, Sales and Service processes will allow the right response at the right time to the right individual. CRM systems are known for harboring large amounts of data and the thought of dumping all interactions into a CRM database can be overwhelming. Radian6 has added some structure to this process geared to working along with CRM processes. When I was asked my opinion on what today’s CRM vernacular should be I answered with CEM, Customer Engagement Management but call it what you like, just address it and soon; your customers are there and they will not wait for you.
The panel was a blast, the conversations were thought provoking and insightful, those guys can throw a party!
Click here for footage of the event.
The SocialCRM Rock Event made a lot of sense from all of the noise.
Thanks Michael for joining us for the event. I'm sorry I was running around so much during the panel and such because it would have been great to hang out with you more. Keep rockin' it social CRM style.
Cheers.
David
You’ve hit the ball out the park! Increbdile!