Maybe Your Employees Are Too Stupid For Social CRM
Posted by exitlanguages
Seriously, how dumb are your employees?
I mean, God forbid you open up their ability and time to converse on social media networks with actual customers! What good could come from that?
One of the resistance maneuvers I hear all the time when talking with businesses regarding the internal shifts necessary when implementing a social business structure and Social CRM system, is that they’re not sure how much trust they have in their employees interacting online freely, and that it would be too difficult to train everyone.
“But what about what happened to GM?”
“But what about the Kenneth Cole thing?”
Aside from the fact that this same argument was used with the implementation of the phone, computer, fax machine, email and Internet and all those turned out to be not only helpful, but necessary for business, the real problem here is simple and I tell it to every company I’ve ever worked with that had these fears:
You don’t have a social media problem, you have a hiring problem.
There are truths regarding people and one of those is that people don’t purposefully sabotage groups and organizations they enjoy and respect.
Another truth is that when given clear and understandable guidelines within a system they respect, those guidelines will be followed.
Within those two statements there are 3 important terms to note for your company:
So, if it’s true that people aren’t going to ruin something they respect, it becomes your job as an executive team to foster an atmosphere of mutual respect between employee and C-Suite. While this shouldn’t come as some giant shocker to anyone whose been in business for more than, let’s say, 5 minutes, it doesn’t appear to be common practice in the business world. According to the American Psychological Association, half of all employees who said they feel like they’re not respected at work said they intend to look for a new job in the next year. The same study went on to show though that 90% of workers who reported feeling respected said they are motivated to do their best work and comply with company policies and regulations. So, when you openly show employees they are respected by the company, they respect you back and are motivated to comply with your policies and guidelines (keep reading). That’s step one.
Strange Random Customer Quote:
Do what you do so well that they will want to see it again and bring their friends. – Walt Disney
- Why You’re Failing If You Ignore Social In CRM (gabrielcatalano.com)
- Social Media Is Not Social CRM, but It Can Be With These Five Steps (marketingprofs.com)
- Get smarter, think socially and be mobile-oriented (shinesquad.me)
- How Social Media Is Changing CRM (socialbusinesstoday.net)
- ISM Introduces Social CRM Practice (prweb.com)
- Why You’re Failing If You Ignore Social In CRM (viralblog.com)
- Moving From Back Pats to Business, Social CRM Is For Real (convinceandconvert.com)
- Oracle and Salesforce Face off in the Social CRM Arms Race [Infographic] (socialtimes.com)
- Half of enterprises waste money on social CRM initiatives (betanews.com)
Posted on June 20, 2012, in Article and tagged American Psychological Association, Business, Customer relationship management, Gartner, Marketing and Advertising, Social CRM, Social media, Twitter, Walt Disney. Bookmark the permalink. Leave a comment.