Social CRM is much more than crowdsourcing. The business case for sCRM is mapping social data with transactional data so an organization has a holistic view of the customer online and offline. Crowdsourcing is only a fraction of what you can do with a social base. Obviously, as your example above depicts, processes for customer service and data connection must be in place prior to adding any social layers. Do not write off the value of sCRM, but recognize that social will not be a bandaid for CRM processes that are not solid.
Lauren Vargas
Sr. Community Manager at Radian6
@VargasL
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