Checking out Twitter today, I jumped into a conversation with @ekolsky, @wimrampen, and @GrahamHill about implementing social CRM in organizations. (Social CRM is the integration of platforms like Twitter, blogging, Facebook, etc) into the building of relationships between organizations and their customers or constituents.)
Based on that and other conversations, this is part one of a two-part blog series on why organizations are not embracing social CRM at a faster rate.
All three of these folks are CRM and social CRM (scrm) thought leaders whom I respect very much. I entered the conversation to make the point that today most organizations are just trying to survive. They literally don’t have the time, or the willingness, to entertain innovation. (And they’ll tell you they don’t have the resources.)
They want their front line sales staff focused on selling. They do not want to distract them by having to pause and retrain them on some new software or other strategy which may or may not be successful.
I’m not saying these organizations are not innovative. I’m saying it’s a matter of survival. Remember Mazlov and his hierarchy? First, you survive; then you can innovate later.
Innovation has become a casualty of the recession.
Of course, social crm is not the only example of stifled innovation. Organizations have canceled or postponed strategies, roll outs, and other forms of innovation. I can only guess what this will do to R & D overall.
Here’s hoping we emerge from this nightmare soon.
Follow me on Twitter. I’m txglennross
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