Last year I worked for a payroll software solutions company, primarily on their integration between their flagship product, which is based on Microsoft Dynamics GP, and Microsoft Dynamics CRM. I enjoyed the experience immensely because it gave me a “behind the scenes” look at how businesses in the Professional Employer Organization (PEO) industry can create and manage customer interactions.
Of course I came from years of experience with social technologies and community management, and I was intrigued at the potential to bring some of that into my work. In my learning, the question of ROI would often come up as businesses and organizations were considering entering the social media space.
“Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be the biggest cause of failure.” — Gartner.com
What I love about CRM is (more…)