Social CRM - Delivering Exceptional Customer Experiences

A recent report by Gartner, commissioned by Salesforce.com, addresses important trends in customer service as the social web continues to impact how individuals and organizations interface. You can get a copy of the report for FREE here.

The implications of new technologies and how people are relating via social media have significant implications. Businesses that get their hands around how to really benefit from this change will have a tremendous opportunity to make a difference by delivering support in new and exciting ways.

A few key finds and recommendations from the study are as follows:

•    Expectations for social CRM (tapping into social networks to improve marketing, sales and service processes) will dramatically exceed the measurable benefits.
•    For much of the world, Facebook will – or already has – become the dominant social networking site. Marketeers and customer service managers will need to take this into consideration when planning social networking projects, while monitoring for shifts in user sentiment.
•    A new generation of Internet Protocol (IP)-based contact center solutions with preintegrated IP interaction recording platforms will be far more effective and less expensive than previous platforms.
•    Consumer willingness to perform all possible customer service functions themselves (self- service) will be universal by 2011.
Recommendations
•    Vice presidents of customer service or customer experience should be sure to measure the consistency and effectiveness of customer interactions across all touchpoints from the customer’s point of view.
•    The popularity of social networking sites means that the service organization cannot expect the customer to come to the corporate website only, but must work on ways to reach out to the customer at these destinations as well.
•    When developing a long-term strategic road map for contact center infrastructure, include call recording as part of this single-vendor solution.

Learn more about Social CRM and salesforce.com's in the video below.

 

Private Insurance, Health Care & Corruption

Opening the NY Times this morning I read of record profits reported by the U.S. insurance industry in 2009. The nation's five largest for-profit insurers had a combined profit of $12.2 billion, according to a report by the advocacy group Health Care for American and overall the companies increased their profits by 56 percent in 2009, a year that saw 2.7 million people lose their private coverage.

As a student of economics I appreciate capitalism - but this is no free market scenario. I also understand the theory of insurance as  what it is supposed to be: a form of risk management used to hedge against the risk of a contingent loss. An equitable transfer of the risk of a loss, from one entity (the person) to another (the insurance company), in exchange for a premium. But in health care, from a public good standpoint, can we really continue to allow private companies to take the cream off the top of our imploding health care system ? What is the fear of the public option ? Its about money and corruption.

The insurance companies continue to drive profits up amid rising costs by paying out less and less in claims while charging more for premiums. This is irrefutable. As the PriceWaterhouseCoopers Health Research Report showed, payments for claims as a percentage of premiums have dropped significantly in the past 14 years, while Medicare outlays have stayed at 97% (see graph below).

The true reason the "public option" is so unpopular among some folks , particularly congressional types, is that when a publc option comes to the marketplace the price will be so much more competitive as to render the for profit insurance companies useless.  Its called competition. If one follows the money in the world of Congress, both for democrats and republicans, there is a high correlation between their views and contributions by the existing profiteers of our health care system - the insurance companies among others. Carl Bernstein recently lamented that the debate over and the writing of health care reform legislation has shown us "Congress at its worst."

The concept of author, professor and activist Larence Lessig "Good Soul Corruption" is a good idea to get your head around if you question why, given the huge profits of private insurance companies, many oppose a public option as some form of evil.

Watch the video below and learn how profit interests effect public policy.

 

Kindle vs Publishers - The Wrong Debate

Reading the recent news accounts of how Amazon and the publishing industry are wrangling over what price point digital content should be sold for makes me laugh. Think of the Titanic and the crew worrying about how furniture is arranged while the iceburg has gashed a whole in the ship's side. As Jeff Bertolucci recently explained in his PC World article "Publishers Short-Sighted in E-Book Price Fight":

Another episode of As The E-Book Turns wrapped this week, with Amazon locked in a page-turning battle with the publishing industry. The plot twists are many, but here's a quick outline: Amazon wants to continue charging $10 for e-book versions of most new titles and bestsellers, but the industry's leading publishers think that price is too low. Macmillan, for instance, wants $13 to $15 for most of its e-book titles, a demand that Amazon conceded to last week. Hachette, another major publisher, also plans to drop Amazon's $9.99 price model, and would rather see many e-books in the $15 range. HarperCollins has made a similar move. Meanwhile, the industry just gained an ally in Apple, which has agreed to let publishers set the price of e-books designed for its new iPad tablet. It's no surprise that publishers would want higher e-book prices, particularly for hot new bestsellers. But their strong-arm efforts to eradicate Amazon's consumer-friendly pricing aren't a good way to grow a nascent e-book market (and e-reader) market.

The challenge for the existing publishing industry today is the same faced by many businesses and industries. So many rules have changed, yet leadership fails to see a way to avoid the pain dealing with the change would require. Hence the chest beating among publishers which amounts to digging their heels in for a fight they cannot win. Its all about economics. In a business where barriers to entry used to be up front costs in promotion, development, distribution and production, new business models have emerged to render the past value of publishers increasingly mute.

Look at Blurb for instance. Watch their CEO Eileen Gittins who founded the online book publishing service after she had an "awful, brutal" experience trying to get her own book of photography published. That generated a "personal passion" in her for the idea that anyone should be able to publish a book with high-quality photographs or other art work. Less than three years later, Blurb has become a phenomenon -- publishing more than 80,000 titles in 2007 and creating a community of book lovers that numbers 250,000. As I mention, the debate between publishers and kindle amounts to the wrong debate about the industries future.

 

 

Social CRM - Organizations Need to Reconsider How They Relate to Customers

Consider these statistics from the socialnomics web site: HKQGXD9FR7VD

  1. By 2010 Gen Y will outnumber Baby Boomers….96% of them have joined a social network;
  2. Social Media has overtaken porn as the #1 activity on the Web; and
  3. 1 out of 8 couples married in the U.S. last year met via social media.

There can be no doubt that social media is becoming a significant method of communicaiton and connection for people across the globe. But what does that mean for organizations ? What are some of the implications ?

Dion Hinchcliffe's recent post Social CRM, Ground Zero for Enterprise 2.0 in 2010 does a good job of sharing some forward looking thinking about how organizations must reassess their methods of interacting with customers, partners and employees based on social media trends. For more details on these trends watch the video below.

Social CRM: Enterprise 2.0

At its core businesses must redesign their method of delivering support and interaction based on these new mainstream communication and collaboration tools. As Hinchcliffe notes, Enterprise 2.0 is a new and popular term that describes using lightly structured social environments to collaborate and capture knowledge in a discoverable, reusable way. Typically, these tools are highly social and freeform, so that they can adapt to the problem at hand. Enterprise 2.0 is generally applied in a business setting between at least one to three types of participants: workers, trading partners, and customers. Social CRM fits the bill for all of these criteria.

What Does This Mean ?

Michael Krigsman came away with the following perspective in his recent interview with CRM guru Paul Greenberg:

Successful customer relationships are based on interacting, cooperating, and collaborating with customers to provide mutual value. Technology is an important enabler but is secondary to relationship.

There’s been some question wether Social CRM is part of the broader Enterprise 2.0 story. Reviewing GetSatisfaction for examples from major, well-known firms might help in evaluating that question. Regardless, with saleforce.com's new chatter platform among other CRM's that are enabling social media integration, the practice is coming to the mainstream and deserving of consideration. Fundamentally, one must reconsider the paradigms of roles, functions and methodologies that are represented in the graphic below in order to successfully deploy these new tools. More than the technology, leadership's thinking about interactions is critical to evolving to this new higher plane.

Move to Mobility Continues With Misunderstood iPad

For all the controversy around the recently introduced Apple iPad, one thing is certain. This is but one in a long series of devices which will continue to be introduced to the market as part of a computing revolution. The advent of these technologies combined with demographic shifts and global ism will fundamentally change everything about our world.

Love it or hate it, the IPad is just one example of many more highly functional internet connected devices with more features delivered at lower and lower prices to come. These devices are highly mobile and will get smaller, becoming more imbeded into our daily lives.

The impact of products like iPad, combined with an increasingly available high speed Internet grid will eventually revolutionize each and every business model and organization existing today - and sooner than one might think.

When one reads analysis of the device, like Rueter's article " Publishers embrace iPad, but revolution unlikely", it shows how many continue to measure the success of an evolutionary product in terms of old paradigms. The device will not rescue a failing publishing industry, such is hope for the dying. It and its off spring to come, however, will lead the way to completely change how people produce, distribute and digest content; leaving the extant industry vanquished in its wake. Just look at the explosion of devices reflected in the graphic below.

The same is true for vast segments of the entertainment industry. When one reads that the iPad device underwhelmed Hollywood, people should laugh aloud. These devices were not designed to save the dinosaurs of that industry. However, they will be a part of redefining the entire method in which entertainment content is created, distributed and deployed as the demonstration below reflects.

Let's see the iPad for what it is. Not a savior but as part of a progression of innovations that will ultimately change everything.