Imagine yourself as a rookie baseball player, being called up to bat in the NY Yankees stadium. The crowd is in extasy, all wanting to see whether you can hit that homerun and win the game. Or that you have been selected as a contestant in a television show, to show off your talent to the whole, country, and even the world! This is the aim of Crm Idol, to give you a chance to strut your company’s stuff in the limelight – and with some cool prizes to be won. I am honoured to have been chosen as one of the judges and I want to thank Paul Greenberg for this
I’ll now let him walk you through the contest and the rules, and wish you all the best of luck!
The Edelman Trust Barometer indicated that we trust CEOs and experts more than last year, and that trust in “people like me” slipped down the list. But, when it comes down to it, who do you turn to when you want to know how a dress looks on you – your friends, or the brand’s CEO?
Thomas Wieberneit wrote a post last week with a similar title, and we started a good old-fashioned discussion through email to see how Social CRM thinking could enhance the customer experience. One of the key thoughts is that people will turn to their strong ties for advice and discuss options, and their ‘hire’ the brand (which is basically a weak tie) for service delivery in the for of goods, services,and knowledge. Furthermore, rather than “consuming passively”, people are now participating activily in meeting their own desired outcomes, including shaping the service they want using what I label Customer Enablement Technology.
To give you an idea of what this could all look like, I thought up a scenario, and Thomas added to it and I’d like to share it with you here:
The adage concerning online customer communities has it that you should not give monetary rewards or gifts to members, as this is an impediment to to the ‘health’ of the community and keeping it vibrant. Participants would be motivated only by their gains, and this can discourage members who are there for the ‘social’ aspect of exchanging with likeminded individual, social recognition, and finding peer support.
Enterprise Software Vendors have always focused on their enterprise clients’ needs when concocting their products. SFA, SCM, CRM, ERM, [insert your TLA] were all developed with the objective of optimising business from the inside-out, formalising and streamlining processes and connecting systems, and now with Social Software in the Workplace connecting people again. In parallel to that, we have seen companies build platforms that help people connect such as the now-ubiquitous Facebook, Twitter and consorts, bridging time and space to help people interact and reinforce ties with others like them.