Comments on: What Social CRM means for the IT Department http://estebankolsky.com/2009/09/what-social-crm-means-for-the-it-department/ the blog! Tue, 08 May 2012 12:04:54 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Reading Anthony Nemelka What Social CRM means for the IT Department @ crm intelligence & strategy « Fredzimny's Blog http://estebankolsky.com/2009/09/what-social-crm-means-for-the-it-department/#comment-520 Reading Anthony Nemelka What Social CRM means for the IT Department @ crm intelligence & strategy « Fredzimny's Blog Wed, 23 Sep 2009 04:03:30 +0000 http://www.estebankolsky.com/?p=641#comment-520 [...] http://www.estebankolsky.com/2009/09/22/what-social-crm-means-for-the-it-department Posted in September 22, 2009 ¬ 10:20h.Anthony Nemelka [...] [...] http://www.estebankolsky.com/2009/09/22/what-social-crm-means-for-the-it-department Posted in September 22, 2009 ¬ 10:20h.Anthony Nemelka [...]

]]> By: Anthony Nemelka http://estebankolsky.com/2009/09/what-social-crm-means-for-the-it-department/#comment-519 Anthony Nemelka Tue, 22 Sep 2009 21:37:43 +0000 http://www.estebankolsky.com/?p=641#comment-519 All excellent points Mark--thanks! All excellent points Mark–thanks!

]]> By: Mark Walton-Hayfield http://estebankolsky.com/2009/09/what-social-crm-means-for-the-it-department/#comment-518 Mark Walton-Hayfield Tue, 22 Sep 2009 21:29:59 +0000 http://www.estebankolsky.com/?p=641#comment-518 Hi Anthony & Esteban - a fantastic post and all really great points that the CIO and CTO need to hear. A few additional points that I would like to add from my experience on this subject are around 3 key areas: 1. Security - this is kind of mentioned in the comments about permission based access to people and information but is a much bigger play than this. SCRM and all things social and cloud based will bring a host of challenges from a security, governance and policy perspective which need to be managed, more often than not this will probably be from a non IT perspective (i.e. is your corporate Twitter, Amazon, Google Apps password guessable). However, it should also strive to take advantages of security improvements in social/cloud platforms as they become available (OpenID, SAML etc) and should focus on all areas of security from a people, process and technology perspective - not forgetting of course legal et al. 2. Integration - CIOs need to understand that we are not necessarily talking about a rip and replace of existing CRM systems, essentially we are integrating existing systems (assuming they are fit for purpose) with social platforms and technologies that will add additional benefit to the CRM system that is already implemented. Obviously this will not always be the case especially where the current CRM system is not up to the job and is too expensive and can be replaced with a cloud hosted SaaS solution like salesforce.com and their Service Cloud 2 for example. However, the tools for integration will be needed whether that be using existing SOA implementations if you have a mature SOA stack or using Enterprise Mashup platforms like Corizon, JackBe, and Cordys or simply using the APIs that are available if you are not. 3. Time to Market - If your business wants to go after SCRM then support them in their direction of travel. Do not throw obstacles in their way. Indeed if the business is not pursuing this already be proactive and find out why not. SCRM has been borne out of a collision of political, economical, and technology factors that are driving the way that consumers behave today. The buying model and process has changed and systems/IT need to support the business in adapting to that change. If they don't then there is a real risk that the business will just go and do it anyway (without involving the IT department) and then where will we all be and what opportunities for the IT department to have added value will have been wasted? .-= Mark Walton-Hayfield´s last blog ..<a href="http://twitter.com/MarkW_H/statuses/4297806767" rel="nofollow">MarkW_H: RT: @CapgeminiUKPR Enjoy reading Capgemini's CTO and Capping IT Off Blogs? Nominate them 4 ComputerWeekly's IT Blog 09: http://bit.ly/3TVe3J</a> =-. Hi Anthony & Esteban – a fantastic post and all really great points that the CIO and CTO need to hear. A few additional points that I would like to add from my experience on this subject are around 3 key areas:

1. Security – this is kind of mentioned in the comments about permission based access to people and
information but is a much bigger play than this. SCRM and all things social and cloud based will bring a host of challenges from a security, governance and policy perspective which need to be managed, more often than not this will probably be from a non IT perspective (i.e. is your corporate Twitter, Amazon, Google Apps password guessable). However, it should also strive to take advantages of security improvements in social/cloud platforms as they become available (OpenID, SAML etc) and should focus on all areas of security from a people, process and technology perspective – not forgetting of course legal et al.

2. Integration – CIOs need to understand that we are not necessarily talking about a rip and replace of existing CRM systems, essentially we are integrating existing systems (assuming they are fit for purpose) with social platforms and technologies that will add additional benefit to the CRM system that is already implemented. Obviously this will not always be the case especially where the current CRM system is not up to the job and is too expensive and can be replaced with a cloud hosted SaaS solution like salesforce.com and their Service Cloud 2 for example. However, the tools for integration will be needed whether that be using existing SOA implementations if you have a mature SOA stack or using Enterprise Mashup platforms like Corizon, JackBe, and Cordys or simply using the APIs that are available if you are not.

3. Time to Market – If your business wants to go after SCRM then support them in their direction of travel. Do not throw obstacles in their way. Indeed if the business is not pursuing this already be proactive and find out why not. SCRM has been borne out of a collision of political, economical, and technology factors that are driving the way that consumers behave today. The buying model and process has changed and systems/IT need to support the business in adapting to that change. If they don’t then there is a real risk that the business will just go and do it anyway (without involving the IT department) and then where will we all be and what opportunities for the IT department to have added value will have been wasted?
.-= Mark Walton-Hayfield´s last blog ..MarkW_H: RT: @CapgeminiUKPR Enjoy reading Capgemini’s CTO and Capping IT Off Blogs? Nominate them 4 ComputerWeekly’s IT Blog 09: http://bit.ly/3TVe3J =-.

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