recently sat in on one of Microsoft’s “Meet the Experts” live webcasts
about Social CRM. Microsoft® Dynamics CRM Director, Matt Keenan, led the
discussion and explained to us the pillars that compile Social CRM.
Social CRM Pillars
The first component, search, must be executed for Social CRM to be
effective in any capacity. We must make ourselves easily found. With so
much so readily available to us, people are not going to go out of their
way to find us. We have to make ourselves searchable in a way that
integrates with their daily life.
We need to be able to engage quickly, seamlessly and intuitively. We
must allow others an easy way to connect, as well as disconnect, with us
at their leisure. The can “like” or “dislike” us. They can “follow” or
Social computing is all about collaboration, being active, engaged
and upfront with people. Let them collaborate with us. Let them rate us.
Allow them the ability to engage with us.
Only half of understanding is collaboration. The other half is the
analysis. The value of the social world is magnified when, not only can
you see trends, but when you react to them.