I believe that CRM or customer relationships management software is going to be going through some major changes in the next 24 to 36 months. Not all organizations will have a need for this change, but for those of us who will benefit from this next generation CRM it is an exciting development. Jeremiah Owyang was one of the first people I heard talk about it.
What I am talking about is real time, permission based data on clients that will have the potential to tell us everything from what time of day they are most likely to answer a twitter comment from us to what events they are attending and what brand of TV they prefer or “favorite.”
This data is available on most contacts you have if you are connected to them on Facebook, Twitter, and Linkedin but the challenge is managing the noise and the chaos to hone in on the events, preferences, and people that matter most to your sales, networking and community building efforts.
A comment made to me on Twitter just moments after recording this podcast was:
A properly engineered and formatted Social CRM can pull all of this data for you, filter it, help you focus on a target group and tell you when specific people or groups are most responsive to what messages in what mediums. Here’s today’s sales podcast on Social CRM: