This COULD happen, but any enterprise specific social network is going to have to have support for OpenID, Facebook Connect and the like so there isn’t a requirement for users to register an account from scratch. That said, these shared ID methods are not in widespread use just yet, but they will help to tear down the obstacle of yet another username and password for your users to remember before they can interact with you.

I wonder why I don’t read more, though, on CRM systems tapping into social networks that target customers are already using. There is a wealth of information being shared by them on Facebook, Twitter and business focused networks like WeCanDo.BIZ which would be valuable to have to hand before calling a specific customer; or preparing a mass custoomer communication. And yet in spite of the power of tapping into this data, including the ability the maintain currency of contact data using it, none of the CRM leaders are really doing much in this area.

Any thoughts why?

Ian Hendry
CEO, WeCanDo.BIZ
http://www.wecando.biz

This is a great first step and makes total sense.

I have my own thoughts about where this is all headed – I think the picture needs to include social analytics and dynamic triggers that segment customers based on behavior and then treat each segment differently in terms of an account management process. B2C marketing is going to look a lot more like B2B marketing in a few years…

But it has to start with the first step – and that is exciting to see!