Shift Gears from CRM 1.0 to CRM 2.0
CRM 2.0 is built around business models, strategies for interaction and engagement, whereas CRM 1.0 was based on transactions and management. Social media is enabling CRM 2.0 as it is a very popular medium to connect with customers and engage them. However, the journey towards CRM 2.0 will be a long and arduous one.
According to Infosys' experts, the process of transforming from a CRM 1.0 enterprise to a CRM 2.0 enterprise will be a phased one. It will evolve as the concept of CRM 2.0 itself evolves. Join our experts as they navigate through CRM 2.0.
Social Sales is not about process automation, pipeline visibility, contact/calendar management or mobility. If your SFA program is not meeting expectations, Social Sales is not your silver bullet. It is a harmonizing component that uses two different sales team measures that have not been used before - collaboration and innovation. When you embark on a Social Sales initiative, you will note how little a role your existing sales process diagrams will play.
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Viral marketing is an advertising concept that utilizes the immense popularity of social networking in today's age of Orkut, Twitter and Facebook. It is an online and more advanced, quicker and larger form of the traditional Word of Mouth (WOM) marketing. This has been around for more than a decade now but it is yet to be leveraged by CRM product vendors.
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How does an enterprise get to a stage where it can call itself a CRM 2.0 enterprise? I strongly agree with what Paul Greenberg states on his CRM 2.0 related blog on ZDNet. He says, "You can't just substitute CRM 2.0 for CRM 1.0 and expect to succeed."
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