The Semacraft Blog

I had a conversation with a client who was looking to roll out a social media campaign recently. They seemed to have all their bases covered. They had formal authority from management, great sources for content, a team of creatives working on copy and graphics, a monitoring platform…I was quite impressed.

And then I asked, ‘What happens if your Twitter account is hacked and porn related tweets are sent to you 20,000+ followers?’

There was dead silence.

It was only then that I realized how much even we had failed to emphasize this aspect of online security adequately in the recent past.

Do you know what you would do? Does your organization have a policy on how to respond to this type of situations?

Let us know what your Plan A is.

Watch this blog for a social media crisis response strategy uploading real soon.

Social CRM is, in our opinion, underpinned by an attitude to business. An attitude that genuinely wants to provide customers with extraordinary experiences and actively seeks out ways of doing it consistently and in a scalable way.

Here’s our thought on Social CRM. We call it our one-page manifesto ver 0.1a

Read it here In Honor Of People

Social CRM is a fairly new concept. I love Paul Greenberg’s definition of it because it allows me to evaluate vendor offerings. He says (tweetable version) that it’s “a company’s response to the customer’s control of the conversation”.

Any CRM system that still attempts to put customer data in a silo and generate a company-side-only view of the data is obviously a traditional CRM. Read the rest of this entry »