After my recent post about SaaSu integrating social networking information in their SME accounting system, I had an email from a reader who disputed my view that this is a positive thing. They contended that;
having your customer DB online is a recipe for disaster…. why furnish your employees with all the tools to leave?
While I have to admit that making this sort of information accesible to employees does constitute something of a threat, I also contend that the gains that can be made outweigh the disadvantages. Gains in terms of customer knowledge, customer intelligence and future customer acquisition.
My correspondent however doesn’t see this, he feels that;
given that one of the largest barriers to SaaS is the SME’s fear that [someone could] get hold of their data….. when they figure [the unintended consequences of SaaS's move] out, SaaSu’s in for a tanking
So this is where I put it out to you. Given a hypothetical situation where you ran an SME that utilised lots of records of individual (be they customers, suppliers or whatever), do you feel that the benefits to be gained by having a social ecosystem up front and centre outweigh any potential deleterious effects?