Like Dimples On a Golf Ball — These Are The Silos of Social CRM

If you look at CRM like I do, one of the things on your radar screen should be the identification of silos in a business. From an operational standpoint, they may be necessary, but from the customer’s standpoint, they are nothing but annoyances. Unfortunately, the vast majority of CRM acquirers (software) don’t think through the part where they actually have to redesign their business to effect the change needed to present the appearance of one company to their customers. So, did we think that the social customer was going to do that for us?

Maybe worse, did we think Social Media companies were going to do that for us?

As we all get super excited about all the over-hyped Social [CRM software->] out there, it’s easy to lose site of the fact that almost none of it is supporting the customer-centric business. Look at what Gartner considers to be Social CRM, and you will see a number of seemingly unrelated attributes they just throw into the mix

• Social Monitoring

• Customer and Partner Hosted C…