A New CRM? Search Vendors Scramble
January 22, 2011
“The New CRM Will Drive Revenue” is a posting from one of the new type of consulting firms. Individuals sign up as experts. Then the 20 somethings beat the bushes for clients who can’t pay or don’t want to pay the fees for a McKinsey, Bain, or Booz grade firm’s services. I enjoy these write ups. I also subscribe to Funny Times.
If there ever was such a thing as a “duh” statement, this would be it. Companies with better customer relationship management systems (CRM systems) will do better and attract more revenue as the economy begins to improve. Okay.
It comes as no surprise that IT professionals are going to be needed more and more as companies begin to rely more heavily on the internet in order to attract business. Basic CRM and knowledge management skills are still going to be needed but now it’s on a whole new level.
Not only are systems going to be forced into automation they will also have to create full-time mobile support because of the new age of smart phones; applications for iPhone, Droid, and Blackberry will have to be created and supported. Social networking sites such as Facebook, Myspace and Linkedin will have to be created and maintained as well in order to maximize consumer consumption.
What would have made the write up more on point for Beyond Search was a comment about the mad scramble some search and content processing vendors are now undertaking. Companies like Vivisimo are now in the customer support game, and there are others. Why?
I am not sure “customer support” is the point of the exercise. The goal is reduce costs and keep the pesky customers away. What better way to achieve this than replace humans with software created by folks who are mostly into code.
The new CRM will drive revenue? No, the new CRM reduces costs and does little to help some “customers.” Great idea.
Stephen E. Arnold and Leslie Radcliffe, January 23, 2011
Freebie unlike the repackaged search systems that improve customer support.
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