| With more workers Twittering and connecting with one another through Facebook and other social networking sites, it is hardly surprising that enterprise technology vendors are starting to notice the potential of social media in business applications.
I caught up with Anthony Lye, Oracle’s senior vice president for CRM products who shared about the company’s Social CRM products that integrates the social networks of sales reps into existing CRM systems. The portfolio comprises the Oracle Sales Prospector, Sales Campaign and Sales Library, which allows sales reps to share information with one another, seek out sales leads by combining external information sources with internal customer data, as well as manage sales campaigns.
“Customers want to talk to other customers and these conversations are happening in Facebook and other social media,” Lye said during a media briefing at Oracle Openworld 2009. “It’s important for enterprises to listen to these conversations and take action.”
What social CRM does is to expose the structure of customer relationships within the CRM system through conversations. “For example, if I sell to telco A, can I see what telco B, C and D are buying, because people usually buy what others are buying.” …
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