I penned a post yesterday, on the CRMOutsiders, blog titled Are all Interactions Social Interaction? The post was a little more sarcastic than my usual rants and I think it caught a few folks who do not know me a bit off guard. I start the post with the following:
“SugarCRM is holding its annual customer, developer and partner conference, April 12-14, in San Francisco. The venue is the cool Palace Hotel. It is going to be a great event, with some really great presenters, panelists, as well as an awesome evening event at the California Academy of Sciences.”
I went on further to suggest that I did a little bit of a ‘bait and switch’. I even posed a question to myself: “is what I did appropriate?” My idea was to draw people in with a topic intended to create some conversation, but was it really a marketing message in disguise? – not a very Social thing to do. The post was prompted by a question posed by Bob Thompson, the CEO of CustomerThink. The question is: “Can you do Social CRM without Social Media/Networks?” In order to answer that question, first the question of what determines if an interaction is a Social interaction needs to be answered.
Is every Interaction a Social Interaction?
The conclusion I reached, possibly prematurely, is “No” not every interaction is a Social Interaction. The post did have some back and forth with people willing to share their thoughts. I may need to retract my conclusion, or at least alter it. It it not really binary, it is a continuum, and there are degrees of social. Phil Soffer, Vice President of Product Marketing at Lithium Technologies wrote a great post which I think gets to the heart of the matter. Phil suggests the following:
“a more rigorous definition of the forms that Social CRM interaction takes. I’m not talking about channels here: Facebook versus Twitter, or whatever. I’m talking more about norms and expectations that govern the interaction.”
Phil went on the discuss the Typology of Social CRM Sociability. I agree with the concept, and even some of the specifics. I would like add a bit to this and state the following, the intent of an interaction speaks much more to the Sociability than the channel used. I can broadcast a commercial on YouTube, do nothing but send spam links on Twitter just as easily as I can pick up the phone or send an email to a group of people – which is Social which is not?
The 6 Degrees of Social Interactions
Here are examples of the 6 Degrees of Social Interactions from the Customer perspective. Since this is a continuum, as you progress from 1-6, the characteristics suggest that the customer is becoming a Social Customer.
- I said what I am said, really not hoping for a response, just action – monologue
- I am talking, hoping for acknowledgment, not necessarily a response, but might be nice – venting
- We are talking, but the conversation is a bit one sided – skewed
- I am actively asking for information, will not be happy until I get it – social pressure
- We are engaged in a conversation and others may join in to push things forward – objective
- A community of conversations Many to Many – icing on the cake
Here are examples of the 6 Degrees of Social Interaction from the Business’s Perspective. Since this is a continuum, as you progress from 1-6, the characteristics suggest that the Business is becoming a Social Business.
- Here is my press release, look at me – broadcast
- Register and Download my whitepaper – broadcast with bait
- We are listening, but I am really waiting to talk – pretending
- We are blogging and hoping the message makes it out untarnished – comment, nicely please
- The Facebook Fanpage is set up, I hope everyone is nice – <fingers crossed>
- A community of conversations Many to Many – objective
Is 6 Degrees enough? Probably not, the title sounded cool though. This is analog, not digital. How does this play into Social CRM and answering Bob’s question? Share your thoughts, mine are still gelling and I will share my thoughts in my next post. The short answer is yes, Social CRM can be done without Social Media/Networks, because Social CRM is as much about culture and other soft – but important – change management ideas.