Social CRM-Finally......

Finally!!!

Recognition for Web 2.0 as a tool for CRM!!!

Courtesy: Oracle

An Oracle Appcast with Oracle V.P, CRM Solutions

While summarising the state of CRM industry, Anthony Lye, Vice Prseident, CRM Solutions-Oracle talks about changes in the CRM Technology in the last 3 years, where he highlights the emergence of Web 2.0 as a tool for CRM.

Relevant points-

1.Emergence of web 2.0 and its ability to extract innovation by enabling people to participate, socialise and collaborate has generated huge opportunities.

2.Web 2.0, by ushering in an era of collaboration and social partiicpation, has, for the first time in the history of computing, brought about the fact that technology on the internet leads technology on the intranet.

Key points relevant to Corporate Blogging here-

A Corporate Blog-a Web 2.0 outcome, is an excellent tool in an integrated organisational context, for the dimensions of-
a)Interactive Marketing
as an instrument in the value chain, specifically in terms of communication of value to the customer.
b)Branding
as in ability to create a brand image by influencing consumer perceptions and hence diverting greater traffic to websites.
c)The Customer Relationship
as in a vital tool for consumer engagement.

As per my suppositions in this field an year back,
i)Customer Acquisition and Customer Retention were the twin CRM objectives for any organisation(Shainesh)
ii)Customer Acquisition was a result of collective organisational efforts directed towards marketing and branding.
iii)Retention was a result of the organisational ability to drive brand loyalty through directing efforts towards customer engagement and satisfaction.

Just when the entire contribution of Web 2.0 to the entire fabric of marketing, branding and customer relationship was on the verge of going down in history under the segment of 'Interactive Marketing' alone, merely for want of acceptance from a reputed name in the field of CRM, the announcement by Oracle has been timely!!!

With Gartner recognising Corporate Blogging and Oracle pitching in for Web 2.0, the evolution process of Social CRM, over the next couple of years, will be interesting to watch.

Corporate Blogging Series VII-The Gartner Hype Cycle for Emerging Technologies, 2008

The Gartner Hype Cycle for Emerging Technologies, 2008, lists Behavioral Economics, Mobile Robots, Surface computers, Augmented reality, Cloud Computing and Microblogging as the new upcoming technologies.

As per a series of Gartner's studies, over the years, each technology passes through the phases of

1.Technology Trigger
2.Peak of Inflated Expectations
3.Trough of disillusionment
4.Slope of enlightenment
5.Plateau of productivity
during its lifecycle

Gartner’s own summary is this:

[…] "Although Web 2.0 is now entering the Trough of Disillusionment, it will emerge within two years to have transformational impact, as companies steadily gain more experience and success with both the technologies and the cultural implications," said Jackie Fenn, vice president and Gartner Fellow. "Later - in between two and five years - cloud computing and service-oriented architecture (SOA), which is moving up the Slope of Enlightenment, will deliver transformation in terms of driving deep changes in the role and capabilities of IT. Finally, public virtual worlds, which are suffering from disillusionment after their peak of hype in 2007, will in the long term represent an important media channel to support and build broader communities of interest."

Some interesting aspects here-

1.Microblogging(Twitter) seems to have some scope ...
2.Web 2.0 has a good chance of achieving the promise that is currently seen as so much hype.
3.Corporate Blogging,seems to be emerging out of the Trough of disillusionment and is significantly slotted in the category of "LESS THAN 2 YEARS" to mainstream adoption.
4.Social Network analysis is within 2-5 years of mainstream adoption.

Branding and Marketing in the Web 2.0 world

The application of the participatory nature of Web 2.0 and the ability of viral proliferation is being leveraged by the Marketing function.

Peter Kim's list of 162 brands using social media for marketing

As organizations struggle with market coverage and penetration strategies, Web 2.0 offers numerous tools to aid the organizational endeavour to reach the consumer.
With a distinct price advantage, and the ability to build a brand online, building brand identity, meaning and forging brand relationships seem to be the order of the day.

A Corporate blog is a perfect tool for connecting a well defined brand strategy to online presence enhancement. Provision of the capacity for monitoring consumer responses to a brand through the user comments,will soon bring corporate blogging into mainstream adoption.