Here’s a question that I get asked often by sales and marketing professionals in regulated industries – does a Social CRM strategy work for regulated industries?
Let’s face it, if you’re in a regulated industry where you need approval from compliance department for any kind of Social Media use, it is in fact difficult to fully leverage all the benefits of a Social CRM. So, it is extremely important to first figure out why you need a Social CRM and understand benefits your company seeks from implementing it. Without understanding your specific needs and clarity on custom requirements, Social CRM implementation will not go much far and it is going to be an uphill task to convince C-Suite and Leadership to commit and invest in it.
If you answered yes to any one of the above, you are not alone. The good news (or, actually, the bad news) is that most of the companies that have actually made an investment in Social CRM do not leverage some of the basic features offered by the technology. So, what exactly does a Social CRM offer? The answer is complicated because feature set requirements of a Social CRM are dependent on various factors such as company goals, business functions involved, number of platform users, structure (centralized/de-centralized), industry, target demographic, use cases, regulation and compliance requirements, and many more. We can go into each of those in a separate blog post, but first, let’s get the basics right.