“My view is that CRM is more about Customer Revenue Management than ‘relationship management’ and so weighted more towards value creation for the venue than the audience.”
Do you mean CRM as currently applied by some organisations and venues?

I would highlight that “value” is much more than pure revenue. A CRM can deliver much more than just the financial benefits to a patron of discounts and a venue of just ticket revenue. Value is a multi-variate ‘thang’.

If I think of a better word than ‘platitudes’ I will substitute it, but I did suggest that “they sound like worthwhile values to aspire to in any initiative”. I suppose they do float about as platitudes, unless an organisation is, as you suggest, “understanding them, attaching purpose to them and embedding them in the thinking and practice of an organisation”.

I do take a teenie weenie bit of an issue to you referring to concepts such as ‘connection’, ‘value’ and ‘empathy’ as ‘platitudes’, because the very act of referring to them as such frames then in the mind of the reader as meaningless, which is a nonsense. Concepts such as these need to be at the heart of a mission-driven organisation and it is only by understanding them, attaching purpose to them and embedding them in the thinking and practice of an organisation that true CRM can begin to take hold through mutual value creation.

Your point about “establishing relationships” is interesting. Do you infer that is all CRM is about? Ongoing management of the relationship is an important aspect, surely?

No client really wants to be part of your “client database”, the database is only a means to an end. The end is management of a relationship from the beginnings over the lifecycle of the constituent.

I certainly do not believe a company has to be present in all channels, particularly if they are not communicating effectively in those channels. I would err on less is better than more channels with token efforts. A caring relationship is through attention and responsiveness and that can be delivered by one channel if done properly.

I am not persuaded from the infographic that there is useful integration of Social Media in the larger task of CRM (i.e. information enabled Relationship Marketing). The larger issue is the strategic integration of Social Media into Relationship Marketing. As Simon suggests the issue is meaningfully filtering the Social Media chatter and collecting and categorising at an individual level direct to a customer record. Are these applications and integrations really adding value to the knowledge of an individual customer via automation? I worry that many are just applying mass media logic and tactics to a new media … Social Media.

Maybe this is not true for all areas but I think that Social Media is a Must. Here is an interesting infographic that we have created about CRM and SCRM where you can learn about different CRM apps and Social CRM solutions and compare them: http://www.getapp.com/infographics/most-important-online-crm-and-social-crm-apps

Managing social relationship shouldn’t be done too much via CRM, or if so, it should be done with a personnal filter after the automation.

For example : if the CRM auto respond or auto add some individuals in our social network, the next step is interaction, and the problem then is to filter the information inside your community.

Social crm and the concept of internet noise and filtering has been well understood by the startups and the recent news of Rapportive bought by LinkedIn (SocialCRM based on mail) or Summify (Summary of links shared by your community) bought by Twitter are some good indicators of the important services we will need soon.

Personally I think social networks management and Social CRM need to be done through an implication of the team, everyone should pass the word and interact on social networks or the strategy will soon be transformed on something artificial that every follower will understand… and you will finally lose the attention and the contact.

“Sistic is appealing against the Competition Commission of Singapore’s (CCS) finding last year that it had abused its dominant position to block other firms from competing. It is also seeking to reduce the S$989,000 fine imposed by the CCS.”

It is not only the ability to book tickets through FB but the whats on listing and with the iframe integration I only needed to set it up once and it is always up to date.