SocialCRM and The Cluetrain Manifesto
OK, this was not on my radar, I was thinking something completely different this week. Thanks Brian, thanks a lot. Ok, I cannot blame Mr. Vellmure at all! (Brian has some really great insights, I learn from him every blog). I was doing some research and had the URL open in a tab on my second PC. But, I was not looking that intently until Brian suggested that we all take a look again – it was time well spent.
The give people a common baseline (from Wikipedia):
The Cluetrain Manifesto is a set of 95 theses organized and put forward as a manifesto, or call to action, for all businesses operating within what is suggested to be a newly-connected marketplace. The ideas put forward within the manifesto aim to examine the impact of the Internet on both markets (consumers) and organizations.
Now, my challenge to the the Accidental Community, and the community at large, is to choose one or two of the 95 theses and suggest whether the current use, thoughts and/or applications available, regarding SocialCRM, support your choice. You can find the complete list at Cluetrain.com.
Let me kick things off
I will start this off with two sequential statements that I seem to keep coming back to, number 36 and 37, which are: “Companies must ask themselves where their corporate cultures end.” and “If their cultures end before the community begins, they will have no market.”, respectively.
I will very simply state that by working to define your own SocialCRM philosophy and strategy, you will quickly find out if you have a gap or not. SocialCRM cannot fill this gap, the problem is bigger than SocialCRM. So, how does this answer my own challenge? The mere thought process of defining a SocialCRM strategy would expose the gap and help the company to make appropriate changes (though that gap can be tough to close). SocialCRM has added value!
You should keep these two Theses close as you design your strategy. If you really want to dive in deep, please read Wim Rampen’s latest post and then think about my statement – if the company culture does not overlap with its community from a philosophical perspective, the SocialCRM strategy cannot be realized.
Ok, folks, what do you say?
- There is a Big Difference Between Can’t and Won’t
- Stop Thinking in Two Dimensions
- No Beginning, No Middle and No End
- Rethinking the Customer Journey
- The Simplest Thing I Ever Had to Write
- Context Integration, the Future of System to System Interactions
- The Evolution of Customer Community
- The Fine Line Between Personalization and Creepy
- Experience Innovation
- Maybe We are Using the Wrong Words to Describe Collaboration
- It is awesome having friends in the many corners of the World! @prem_k @PaulSweeney @wimrampen @MarkTamis @mikeboysen #insomnia :-) 7 hours ago
- @prem_k Let's just call it a bot and go back to circa 2001 :-) 8 hours ago
- .@Uber_Support The unskilled driver and danger caused angst and a lost 45 minutes of time. #custserv 8 hours ago
- .@Uber_Support I did and it took 3 interactions to convince @Uber to go back to the original quote when the whole ride should be comped 8 hours ago
- @prem_k Funny how a Chatbot can be run by pure boolean logic 8 hours ago
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