Paul Greenberg mentions that CRM is getting more credibility now and the credibility has come over a period of time. Companies like Cisco (non-traditional vendors – the not-necessarily-CRM vendors or not-really-social media vendors) are jumping into the pool as they find that they need to tap into the unstructured conversations happening and mine that for information thereby helping them provide better services/products. This is good news for all around.
Paul also says the following :-
“… mega-giant companies like Oracle and SAP are integrating those tools because they see it makes good business sense. I’m excited that NetSuite went public and was successful as was salesforce when it went public a couple of years ago as was RightNow when it went public in 2006. Meaning that not only has the on demand market arrived but it has its own suburbs. There is a real place for software as a service or even simpler for data and applications being hosted on someone elses servers that is being provided for an affordable price. Its the real deal fo’ shoh, Jack.”
You will find the full post here :- http://the56group.typepad.com/pgreenblog/2008/01/signs-of-life-d.html
Integration with social tools is something that is going to happen across the board. The line between CRM and the social networks are getting more and more fuzzier. CRM is gerrymandering into the social networks now on the pretext of mining the data to get a more wholesome customer experience for the company (primarily) and the customer next.
What do you think about these changes?
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