Day: June 6, 2010

Why Social Media will drive adoption of SaaS CRM

SaaS CRM ( Software as a Service) has been around for a while. Salesforce.com, one of the largest service providers in SaaS CRM space has been around for more than ten years and has been listed on NYSE for almost six years now. I can still recall the day Salesforce.com was listed on NYSE, having seen a giant banner with the letters “CRM” (ticker symbol of Salesforce.com) on NYSE building on that day on my way to work in lower Manhattan, where I was working as a CRM Program Manager for a Fortune Top 10 client (on how many occasions you get to see “CRM” banner on NYSE building!)

But inspite of the fact that SaaS CRM has been around for a decade, it is not as popular or widespread as what some might have expected it to be by now. I think this is about to change. As I noted in my previous post, four independent trends, namely Social Media, Smart Phones, Predictive Analytics and SaaS are now converging to bring about a Paradigm Shift in CRM.

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Is social media the great equalizer?

Liberté, égalité, fraternité, French for “Liberty, equality, fraternity“ – is the French national motto that has inspired this post: Is social media the social equalizer?

Events such as the French revolution, leaders like Martin Luther King and Barack Obama, make us all wish these three words were true.

Social media seems to congregate intellectual freedom, equality and fraternity. Sure, we will tend to lean towards people like us, sharing the same values as us, the same ideals; however, mutual respect and acceptance will come from our thoughts, output and virtual manners.

The 3 words resonate as follows:

Liberty of thoughts, of information; liberty to share what we are about. It is really up to us to decide if we want to put it all out there, whether we are a hotshot offline or a regular person trying to make it;

Equality – whether, we are a woman, a man, disabled, black, white or blue, we have the possibility to build a share of voice as much as another. We establish our credibility with our hard work .

And finally, fraternity, because, social media has managed to break down, at least, a few barriers – social and physical. The importance is that We are humans and we care!

Am I too optimistic to think that our physicality is not as important anymore? Most of us have a profile picture that gives a limited glimpse into our being, some will use avatars, and also others will use company logos. Whatever the decision, visualizing who we are talking to remains of small importance in building meaningful relationships.

I deeply hope that social media will succeed where politics, society and religion have mostly failed. I believe social media can bring us together on a more noble level where indeed, it is What we are, Who we truly are that matters.

Social CRM Excellence Awards Presented to Industry Leaders at Lithium Network Conference (LiNC)

From Business Wire: Lithium Technologies, the leading provider of Social CRM solutions to power the customer network, announces the winners of the 2010 Social CRM Excellence Awards. With the dramatic growth in Social CRM adoption over the last 12 months, Lithium wanted to highlight the lengths companies were going to and the results that companies are realizing.

The awards represent the depth and breadth of social engagement that Lithium customers are achieving with their end customers. The categories in the Awards are designed to showcase the broad scope of the Lithium customer base – from customer support to social evangelism and how users immerse themselves in community activity on behalf of companies.

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