I'm kicking off #SCRM13 in London this morning. SCRM stands for social customer relationship management, and my role today is to get some energy into the room and, hopefully, encourage delegates to look up from simply slapping "social" onto business as normal.
Unfortunately, that's precisely what many have been charged with doing. Those with appropriate powers of persuasion will effect organizational change I'm sure, but more to the point I feel that more chief executives need to attend Luke's conferences, a sentiment I'm sure he'd endorse.
"Don’t you want CRM to help you and the customer mutually, allowing you both to manage the relationship? Surely the value of your understanding how influence goes around comes around is enhanced when those you interact with have similar understanding. Or would you rather propagate the status quo – CRM as a construct to manage the customer? Who do you think best knows the customer in the round today anyway – you or him?"