IT project failure expert Michael Krigsman shared some thoughts on social CRM adoption at Dreamforce last December. Krigsman has posted a video from Dreamforce and added some thoughts.
Frankly, I'm surprised there are enough companies that have tried and failed to adopt social CRM that anyone can deduce any trends yet. It's still such a new technology/strategy. But Krigsman's advice is good. It may seem obvious, but the problems he mentions are exactly the ones that trip projects up.
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Krigsman cites three reasons that social CRM projects typically fail:
- Poor strategy
- Over-focus on technology
- Minimizing culture
Krigsman concludes with some common sense advice:
WIFM - "what's in it for me" -- is key to encouraging user adoption of any social business software. Help users engage quickly and often, by finding ways for them to gain tangible value fast. Users adopt new software when they experience delight and benefit, which is an incredibly powerful combination.
It's probably worth mentioning Ray Wang's tips for avoiding social CRM failure as well.
Photo by kioan
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