If you’re a regular reader of this blog, then I am sure you are aware of the awesome white papers that Maddie and Lindy have written with Avectra on Social CRM. I think they have a knack for paring down issues to the essence, particularly when it comes to figuring out what to DO next. I like the bias towards action.
And I reiterate my bias to action every time I speak about Humanize. The ideas in Humanize tend to be slightly bigger picture than social CRM. We’re talking about big shifts in expectations of leadership and management. We’re ultimately talking about culture change. And unfortunately, when I mention culture change, that’s when people’s bias towards action disappears. I hear the excuses: Culture change is hard. Only the CEO can change the culture. I don’t have the power to change the culture.
But here’s the rub. Implementing social CRM within your association is actually culture change. You can change culture one process at a time. I think this is really important to keep in mind as we deal with things like social media. As we realize that it’s not a fad and start to bring it inside the organization, we are presented with a wonderful opportunity to change our culture, so let’s not waste it.