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Social Media Management -- Yeah, it's a CRM Function!

Social Media Management (SMM): I'm not talking about a CRM managing the social media content look and feel, though they can have at that problem if they want--I am talking about the CRM keeping track of what Tweets we've done, what we've said on Facebook and MySpace, and what has been said back to us. And sticking that into a customer record, as appropriate, just as they do emails. And providing a place to edit and save templates, just like emails. I'd even like a configurable time window for a social media post delay (for a tweet, for example), say 10 minutes, so that we don't have "Tweet regret" when we said something like "$1.99 oil change!" instead of "$15.99". And I want oversight and approval, just like there should be on email blasts--I don't want some green pea OR some old-timer deciding our facebook posts and content, I want all that to see configurable review and management approval no matter who is creating the tweets, posts, and responses. Reputation Management (RM) requires that feature, period.

All that said, here's a picture below that I created that might help you and/or your CRM vendors understand what they need to do. What they must do, really. The smart CRM vendors already are, just like they were ahead of the game years back on creating the Internet Lead Manager (ILM) function in their CRM . . .


Keith Shetterly

Views: 77

Tags: CRM, Management, Media, SMM, Social


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Comment by Toby Fortenberry on February 16, 2010 at 12:54pm
Keith, as always, well said!
Comment by Keith Shetterly on February 13, 2010 at 12:49pm
@John - I keep my vehicle blogs here, if that's what you mean?
Comment by John Zarlino on February 12, 2010 at 3:23pm
Keith - What is your personal web site url? John
Comment by Keith Shetterly on February 12, 2010 at 3:11am
Ralph, absolutely! You have my permission to use it like that. I won't be in Orlando, but it will be nice to know that at least something of mine is there in your workshops. :) Let me know how it goes over, and thanks!
Comment by Ralph Paglia on February 11, 2010 at 8:58pm
Keith, is it OK for me to show your article and chart during my NADA workshops on Saturday and Sunday?
Comment by Keith Shetterly on February 10, 2010 at 11:41am
Susan: Cool, email me which company please. Thanks!

Comment by Susan Burgess on February 10, 2010 at 11:20am
Just sent this over to the ILM/CRM company we use- love that you addressed getting us to the next step forward...

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