Posts Tagged 'google wave'

Fight, Fight, Fight! Social CRM battle on Twitter #scrm #crmus

This week was bloody. There was savagery in the Twitterverse. And it was awesome!

Here are some of the more vocal warriors:
Prem Kumar Aparanji
Mitch Lieberman (added!)
Brent Leary (oops, wasn’t involved…but still a sharp guy!)
John Moore
Esteban Kolsky

I loved this friendly “battle” because it was trying to solve a problem. I don’t think it was solved but it sure was fun and got everyone thinking. Isn’t that the purpose of any great conversation?

The discussion was over the nomenclature for Social CRM.  One side said it’s Social CRM (#scrm) another side said it’s CRM Using Social (#crmus). Still others said it’s #ivehadenoughofthisarguementcantwealljustgetalong. I doubt the actual term matters much. Semantics are important. But cart before the horse.

Just a few days prior, everyone is discussing what social CRM even IS?  How can you determine semantics unless you know the definition and purpose!  One of my consulting clients is in the same boat. They’ve launched a new social platform for he medical industry.  It seems every day they are trying to come up with the terminology for the web UI. But most of the discussion is actually trying to figure out the true benefits and function of the platform!

HOW WILL PEOPLE USE IT?

This is the one question that needs asking to determine the semantics and nomenclature. The key to developing excellent terminology is discovering the user’s mindset while using the tool.

In regards to Social CRM.  How will people use these tools?  More importantly, how do they WANT to use the tools?  I don’t think there are any great Social CRM tools out there yet. People are integrating social tools and CRM tools. But it’s more than just a simple API integration. This new Social CRM era must be rethought.  Kind of like Google Wave.

It will be another year before these definitions get nailed down. So many companies are trying desperately to build tools that are effective and useful. But the market mindset seems to change every day.

Maybe the answer is not to build “new” tools but to look at the way people have been interacting forever and build tools that reflect those attitudes and behaviors.