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Is social CRM applicable to the HR industry as well?
We talk a lot about social CRM and how it affects current and potential customers. But how would social CRM affect the "internal" customer? Is the ideology/technology applicable to the HR industry too?
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3 Answers
Absolutely - although I wouldn't call it 'Social CRM' - for instance, we use Bullhorn Reach for recruiting, which is absolutely an extention of Social CRM concepts to HR.
Caty - Interesting question, but odd in a way. I agree with Chris's response (both parts). If you forget about terms and technology for a moment and think through the role of HR - they are the poster children for internal and external customers. They are not 'selling' by true definition, but in a way they are - they are not marketers, but again, they are. Finally, they have a customer base the size of the company.
I do not see the question as much "Is Social CRM applicable..." it is more how can HR use some of the same strategies other functional roles who use both 'social' and 'systems to manage people and data'. It all depends upon what job they are trying to get done. If it is recruiting, then seeing what a candidate is saying on various networks is a critical part of the process, and everyone 'viewing' that candidate record should see it as well.
I think it really depends on how social your organisation is. For example there are a lot of tools out there that are for the enterprise to help leverage social media activity within the enterprise. Social CRM is all about monitoring social media activity and incorporating it into the enterprise with all the communications that is involved (internal and external) so there could also be a use for your internal social media users.
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