Sunday, October 3, 2010

Social CRM: The Future of Customer Relationship Management

September 28, 2010 – 10:10 am

There are a number of companies engaging their customers in conversation on social media networks. It is obvious that social media is changing the rules of customer engagement. Hence, Social CRM will change the way of doing businesses in the coming years. So each and every company needs to understand how to make use of social CRM to meet their needs and ultimately, their business objectives. In the recent past, budgets allotted to traditional CRM are shifting towards social CRM.

What are the subjects that are being discussed on social networks? They are various, ranging from information on products or services, customer queries, product improvement ideas, customer assistance requests, and helping each other with their own views on product related issues and market conditions. This kind of interaction helps business owners respond quickly to customer queries and solve any open issues with ease. At this stage, companies will have to analyze what their customers are talking about, what they expect and their social behavior. This helps the business owners to make useful decision during their future sales campaigns.

I think both Twitter and Facebook have a unique opportunity to tap into the beneficial CRM market. With people sharing more about their personal likes and dislikes, professional information, location, and others, social media helps marketers to define highly targeted and personalized marketing campaigns based on the user data. Marketers can use social CRM as an application to study the social profile of their customers to know more about their connections and to build better relationships.

The future of customer relationship management is in social networks, as there is a huge increase in the level of interaction with the customers by way of online communities and social networks. Facebook, Twitter and other social networks are the best in class platforms for word of mouth marketing. About two thirds of companies gained increased customer satisfaction utilizing social media as a tool. Business people have to realize that it is not possible to market without social networks in the next few years.

Posted by Mohamed Mohideen
Posted in 7 Pillars of Internet Marketing, Content Marketing, Interactive Marketing, Social Media Marketing, World, blog, web 2.0 |
Tags: Content Marketing, customer relationship management, facebook, Mohamed Mohideen, Social CRM, Social Media Marketing, twitter


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