Everyday I log onto twitter, I read about someone complaining about a problem they are facing with a particular service that they use. In almost realtime, a lot of others who face similar problem simply re-tweet the initial tweet about the complain. What this could result to is a negative publicity of the service, to the extent of a fear of losing a customer. In almost no time, there are the representatives from the company in context, replying to the tweets and assuring of a quick turnaround to the customer’s concerns. If that is not enough there are social channels that people reach out to, these days when they do not get a response.
That’s the new age customer relationship management and goes by the term Social CRMs. A lot of debate goes on the legitimacy of the phrase Social CRM. On one side of the argument, there are the believers who think that this is just another fancy term, riding the Social Wave, and on the other side of the argument you have people who swear by anything social and believe it to be of an immense value add. I for one do think that SCRM is here to stay, and it can only promise to grow with more and more businesses adopting social media technologies.
I deal with design and through this article I wish to seek out the challenges that designers face and should consider when designing for Social CRMs. It may be noted that these are just an indicative list and not a definitive one. With changes happening almost everyday (Facebook introduced the Timeline as I write this), the challenges can only increase.
In the earlier days of the traditional CRMs, the engagement with the customer happened around three domains, ie. a. Sales, b. Marketing and . . . → Read More: The designer’s challenge to Social CRMs