• Great post Harish – I'm glad you point out this opportunity. You are right it's huge. Probably similar to the times when CRM came into the market in the first place. Interesting to see that only 44% put Social Media in Marketing. Great to see that already 9% see it as a cross functional responsibility.

    Axel
    http://xeesm.com/AxelS

  • Thanks @AxelS for your comment. Yes, this opportunity is similar to CRM opportunity when it came to market almost a decade back.

    But the difference this time is that it is much bigger than CRM – because of Social Media and sheer size and scope of online conversations and the necessity to monitor and respond to them in real time.

    Once marketers realize the Social Media challenge they face, we'll see rapid increase in Social CRM spend.

    Thanks again for your comment.

    Harish Kotadia, Ph.D.

  • “Accessing an online community requires a different log-on and password, and uses a different UI than the corporate website” yes that's always a pain!

    Nice post. The John Ragsdale presentation shows that (Slide 12) Forums and Blogs dominate the tools used to provide support to customers, with Twitter low and Facebook lowest. Interestingly a recent article at TechFlash discussed how “Facebook, Twitter top Microsoft in traffic sent to Microsoft support”. So inbound is something to consider not just where people are getting support.

    http://www.techflash.com/seattle/2010/05/facebo

    “Our first source is search engines, however the second one is now Facebook. The third one is Twitter,” said (Nestor) Portillo (from Microsoft). “These have become more active than people going to Microsoft.com and then going to (the) support side.”

    It shows, yet again, the increasing importance of getting the social media mix right.

    Walter Adamson @g2m
    http://xeesm.com/walter

  • Thanks Walter Adamson @g2m for visiting my blog and for sharing your thoughts:

    You are right about important role Social Media plays in generating inbound traffic. Even simple tool such as Like button via facebook can generate lot of clicks and views.

    As a result, sooner companies integrate Social Media channels into their marketing operations better, because customers have moved to Social Media – marketers should not be “stuck” just with traditional media – else will lose business.

    Thanks again for your comment and kind words, much appreciated!

    Harish Kotadia, Ph.D.

  • trmcdougall

    Great article Harish. The lack of acknowledgement by organisations will be interesting to watch play-out. Those who continue to ignore the “opportunity/threat”, that Social CRM/Social Media presents, will no doubt be left behind.

    Whilst you may or may not agree, have you any thoughts how when this surge in uptake may happen?

  • Thanks @trmcdougall for your comment:

    I agree that those who continue to ignore Social CRM, Social Media will be “left behind” by competitors who do invest in Social CRM.

    Regarding uptick in investment on Social CRM, I am already seeing a lot of interests in Social CRM among marketers and expect companies to start spending their marketing/IT budgets on Social CRM tools in the next 6 months. This will pick up pace considerably next year.

    Thanks again for your comment and kind words.

    Harish Kotadia, Ph.D.

  • Mark Tale

    It is true that Social Media will be left behind because we are now living in a techie generation. The competition now in the market is getting more intense as finding clients is now easy and fast with the help of hi-tech gadgets and outsourced call center services. Call centers help their business partners by assisting the latter’s customers with their needs.

    Businesses today are now updated with the newest marketing strategy. With the help of technology and manpower from virtual call centres , they can reach their clients whenever, wherever.

  • Mark Tale

    It is true that Social Media will be left behind because we are now living in a techie generation. The competition now in the market is getting more intense as finding clients is now easy and fast with the help of hi-tech gadgets and outsourced call center services. Call centers help their business partners by assisting the latter's customers with their needs.

    Businesses today are now updated with the newest marketing strategy. With the help of technology and manpower from virtual call centres , they can reach their clients whenever, wherever.