social crm implementation
Processes are those natural business activities that produce value, serve customers and generate income. All organizations have business processes. Related: Sales Process Excellence – Thought Leadership Paper How are you performing against “gold standard” industry benchmarks? What follows is ISM’s 10-step methodology for reviewing and enhancing business processes. These steps will help ensure process excellence…
By Barton Goldenberg Last time I wrote about the importance of creating Social Media policies to govern employee activities on Social Media. I will now discuss my Social Media policy recommendations. Here are three Social Media policy best practices that every organization should keep in mind: Legislate: Effective Social Media policies make clear to employees…
By Barton Goldenberg Given the importance of getting the Social Media component right in a Social CRM initiative, I want to focus this post on best ‘people’ practices for an organization’s Social Media effort. Thus includes Creating and Adhering to Social Media Policies. Any organization that is active in Social Media should put in place…
By Barton Goldenberg In my previous blog posts, I discussed effective training and a responsive help desk, the first two out of the three components that will assist in determining the long-term success of any Social CRM implementation. Here I will discuss the third component: Comprehensive Systems Administration. In most organizations, a systems administrator is…
By Barton Goldenberg In my previous blog post, I discussed effective training, the first of the three components that will assist in determining the long-term success of any Social CRM implementation. Here I will discuss the crucial element of a help desk for a Social CRM initiative. A Responsive Help Desk Every Social CRM system…
By Barton Goldenberg To ensure high user adoption of Social CRM systems, as well as happy and engaged users, the following three components are required: Effective Social CRM training A Responsive Help Desk Comprehensive systems administration These three components often determine the long-term success of any Social CRM implementation. In this blog post, we will…
By Barton Goldenberg Here are five ways to that will help every organization address and hopefully overcome the inevitable Social CRM – related people issues that challenge every Social CRM initiative. Announce Social CRM Efforts Internally The launch of a Social CRM initiative should be done with great pride and care. Many people in the…
By Barton Goldenberg In my previous blog post, I provided an example of a Social CRM implementation in which people issues led to the derailment of the implementation. Here, I will provide two examples of a Social CRM implementation in which the people issues were handled well and helped secure very successful implementations. Publishing Industry…
By Barton Goldenberg Of the three components in the people, process, technology mix I consider mastering the ‘people’ component of a Social CRM implementation as the most difficult challenge for any organization given the sensitivity of users to change. The following case study is an example of a Social CRM implementation that I have been…
By Barton Goldenberg A crucial element to customer-centric strategy implementation success is that business process improvement precedes technology. On a recent vacation in Italy, I had the pleasure of watching Germany win a major soccer tournament. I was impressed by how well the Germans and Argentinian players in the tournament had played, but more importantly,…
By Barton Goldenberg Business process change is a delicate mater, for automating a broken business process will only make matters worse and negatively impact the success of the customer-centric system implementation. Possible customer strategies may include but are not limited to: Digital Transformation, Customer Relationship Management (CRM), Digital Customer Communities, Customer Engagement, Data & Analytics,…