The new presidential administration has been using a popular hosted CRM tool to collect information about Americans, and you probably didn't even know it.
When the Obama/Biden Transition Team unveiled the Change.gov website shortly after the 2008 presidential election, they invited citizens to create accounts and share ideas on how to change our government and our country. Site managers promised that the most popular ideas, as ranked by site members, would be printed and bound into a Citizens' Briefing Book to help new administrators understand the public's demands.
If it seems like the team was able to get the site launched and running very quickly, that's because they did it with the help of a hosted CRM application from Salesforce.com. Site managers made a few cosmetic customization to the "CRM Ideas" tool -- the same system used by Starbucks and Dell. This strategy allowed them to deploy quickly, and to scale rapidly -- especially as media coverage picked up when transition officials started responding to citizen questions and ideas.
Now that President Obama has been sworn in, it's time to wonder how this pre-inaugural experiment could affect the way that government agencies use hosted CRM applications in the future. With arguably the broadest collection of personal data at their disposal, can hosted CRM tools help agencies use that information more efficiently. Gathering real feedback from citizens using a proven tool shows promise for the next few years.
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