Is ‘social’ consciously deployed in your customer management model?by
Despite all of the talk around Social CRM and the focus on ‘listening platforms’, many businesses are still failing to integrate their social and CRM efforts around one common customer management strategy, says Neil Woodcock of The Customer Framework.
- How they balance the different models, in different markets or market segments
- How effectively and efficiently they deploy them, relative to their competitors
- How the experience they provide to customers through the models they adopt delivers employee and customer commitment to the brand
- How quickly they evolve them to meet the needs of changing markets, product substitution, digitisation, regulations, competitive pressures, etc.
Invitation: TCF, in partnership with Hewlett Packard’s Enterprise Information Solutions Social Intelligence group, will be carrying major primary research into social business evolution maturity over the next few weeks and will publish detailed results to participants in early 2012. If you work for a large organisation and are interested in taking part in the research on behalf of your company, we’d love to hear from you. All results will be coded by business profile and the results treated anonymously. It will take no more than 30 mins of your time to complete the interview and you will benefit from receiving a detailed research report about social maturity. Only summary results will be published widely.
Neil Woodcock is CEO and Chairman of The Customer Framework. Neil has co-authored five books, various reports and numerous articles on Customer Management. He is on the editorial board of leading journals and is an honorary fellow of the IDM. He is a regular speaker at conferences, at home and overseas.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.