OUR TAKE -  Has Social CRM become Casual Friday?     Lasting Impressions: The best armor is to keep out of range. - Italian Proverb "Technology accelerates the perception of the relationship."   I thought the column on making relationships a fine art would have prompted more reader comments on how the use of social networks in the world of CRM has desensitized traditional customer decorum - treating a customer more like a "friend" than a customer. (See mistaken friends.)   That is not to say that there was radio silence. I did get some great comments. I just expected a flood of responses given the red hot nature of the topic. Perhaps many are thinking, "Oh my, we have become too lax in our use of social networks. Let's make sure we don't look like we are showing up in tank tops and cut off shorts for a formal dance."   But others may be thinking that this is the new norm. Maybe, maybe not. If you are a part of an organization that went to a casual dress code, did you find that "casual Fridays" became an opportunity for some to push to new extremes in casualness? That could be happening in your Social CRM circles too. That's my take. Do you agree? What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   News:    RightNow Cloud Monitor Helps 100 Enterprises on the Social Web RightNow announced that nearly 100 organizations, including Nikon and CBS Interactive are leveraging RightNow Cloud Monitor integrated with RightNow CX, the customer experience suite, to follow discussions on social networking sites, including Twitter, YouTube, RSS feeds and RightNow Communities. RightNow Cloud Monitor helps clients facilitate multi-channel communications and gather valuable customer feedback, while increasing sales and delivering superior customer experiences.(RightNow )   News:    Saveology Selects Boomi to Improve Customer Conversion Rates Boomi announced Saveology.com has selected the company's AtomSphere to integrate data provided from its business partners with internal customer data in Salesforce CRM to improve overall effectiveness of the sales and customer activation process. Saveology.com is a comparison shopping portal that focuses on a vast array of home services including cable, satellite television, Internet, telecommunications, home security and warranties. Using Boomi AtomSphere, the company integrates prospect data delivered by its partners into Salesforce CRM. Saveology.com specifically selected Boomi because of the company's close relationship with salesforce.com and Boomi's experience building integration solutions for Salesforce CRM. (Boomi )   News:    ATG Study: 30 Percent of Consumers Use More Than Three Channels ATG announced the results of a consumer survey that was deployed to analyze how consumers use various channels as they research product and service options, and make purchases. The cross-channel shopping survey also asked consumers about their researching and purchasing experiences when using different channels. The survey found that more than three-quarters of consumers use two or more channels and nearly one-third use three or more channels to browse, research and purchase products. The findings also identified an opportunity for merchants to increase online sales and improve contact center efficiency by offering more information on the Web. (ATG )   Article:    The Customer Experience Road Less Traveled There are two paths that diverge in the corporate woods. Many companies take the wide first path and are happy with just meeting expectations. Others consciously take the narrower and tougher road deciding to go ‘above and beyond’ to exceed customer expectations. The second path is the crux of the ‘marketing lagniappe‘ theory. (CustomerThink )   Article:    Stressed and Distressed Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call. Though problem calls may represent only a minority of a center’s total interactions—DMG Consulting President Donna Fluss believes just five to 10 percent—the changing nature of the contact center, customer service, and business in general can add up, leading to stressed-out agents. (DestinationCRM )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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