Small Biz Needs Social CRM

SMT blogger Brad Metz reports on an interview with SF.com's Brett Queener who promotes the concept of social customer relationship management and his company's forthcoming Chatter product.

"'If you have a screwed-up customer process and you deploy Salesforce, all you do is screw your customers faster,' he said.

Brett Queener is, admittedly, not the 'guru' of social customer relationship management at Salesforce. He bestows that title on SVP Product Marketing Kraig Swensrud and Chuck Ganapathi, SVP of Sales. (I’m not a fan of the 'guru' label… 'don’t follow leaders, watch the parking meters,' right? But somehow the term always ends up in my interview questions…gotta drop that one…) I got the chance to sit down with Queener after his opening keynote at the Sales 2.0 Conference conference yesterday."