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  • Community Delivers on the Promise of CRM

    The promise of CRM was to allow businesses and customers to form better relationships — hence the name Customer Relationship Management. But did it deliver?

    Rahul Sachdev, Get Satisfaction CEO and Siebel veteran, argues no in his Fireside Chat on the state of community last week (watch the replay and discuss the subject with Rahul here). CRM has helped make sales, service, and marketing functions better….but it hasn’t done much for the relationship piece.

    Community can deliver on the unfilled promise of CRM by enabling:

    1. One-to-many and many-to-many communication

    2. Voice-of-customer conversations that are easy to analyze, respond to, and share

    3. A shift in customer service culture

    Watch the replay of the Fireside Chat between Rahul Sachdev and Wendy Lea, Get Satisfaction Executive Chairman and another Siebel vet, to learn what these community thought leaders have to say.

    Subscribe to the Social Studies blog for the tools to unleash the power of customer conversations.


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    Hanna Johnson

    About Hanna Johnson

    Hanna is the Marketing Manager for Get Satisfaction. She spends her days connecting, educating, and inspiring curiosity in customers online and off. When she's not in the Satisfactory, she's likely on the move, seeking out new sights, flavors, and sounds. She blogs at TheRoadsToRoam.com.

    1 Comments

    1. Business has changed a lot over the last five years. We preach that CRM continues into the business, and the way that customers are treated and the products they enjoy, are the back end of the CRM contract between us and customers. the one-t-one conversations that happy customers pass onto other prospects are what we are looking for.

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