Social CRM- Wrap Up
Over the past few years we have seen a monumental change in the way consumers behave, the way they interact with brands and the way they find out about the brands. Customer relationship management is no longer one dimensional it is multi-dimensional. It has moved from phone calls, to various social media channels across the internet.
In today's even more connected internet world it of utmost importance that companies manage their customer interactions even more effectively.
In a recent interview with the owner of Wooster Street Social-a tattoo shop in New York, where the popular TV show "NY INK" is based, the owner mentioned how important CRM. A customer at the shop overheard one of the staff members saying "this is not the place for me to work" and in a matter of time he put it on his social media accounts. This news in a matter of seconds became viral about how "Wooster Street Social is not a good tattoo shop".
The above mentioned example illustrates the importance of customer relationship management offline and online and the inter-relatedness of the two.
Social CRM tools similar to the ones developed by www.salesforce.com are helping companies manage the chatter online, guide the conversation in a more streamlined way and try and identify the source of bad chatter.
Amongst other things the tool also helps calculate the ROI on the investment. This is also important because companies who spend money on this tool want to know whether it was worth it or no.
Hence, as we have seen over the last few weeks SCRM is a very important tool that companies will have to deploy if the want to if not be on top but at least try and be on top of their customer interaction.
Each day there are millions of tweets send out, millions of status updates and thousands of blog updates..if you were the CEO of a company don't you think it is important to try and manage customer interactions more effectively?
Over the past few years we have seen a monumental change in the way consumers behave, the way they interact with brands and the way they find out about the brands. Customer relationship management is no longer one dimensional it is multi-dimensional. It has moved from phone calls, to various social media channels across the internet.
In today's even more connected internet world it of utmost importance that companies manage their customer interactions even more effectively.
In a recent interview with the owner of Wooster Street Social-a tattoo shop in New York, where the popular TV show "NY INK" is based, the owner mentioned how important CRM. A customer at the shop overheard one of the staff members saying "this is not the place for me to work" and in a matter of time he put it on his social media accounts. This news in a matter of seconds became viral about how "Wooster Street Social is not a good tattoo shop".
The above mentioned example illustrates the importance of customer relationship management offline and online and the inter-relatedness of the two.
Social CRM tools similar to the ones developed by www.salesforce.com are helping companies manage the chatter online, guide the conversation in a more streamlined way and try and identify the source of bad chatter.
Amongst other things the tool also helps calculate the ROI on the investment. This is also important because companies who spend money on this tool want to know whether it was worth it or no.
Hence, as we have seen over the last few weeks SCRM is a very important tool that companies will have to deploy if the want to if not be on top but at least try and be on top of their customer interaction.
Each day there are millions of tweets send out, millions of status updates and thousands of blog updates..if you were the CEO of a company don't you think it is important to try and manage customer interactions more effectively?
Yet, Coming from a Corporate Communication background, It is EXTREMELY hard to explain the importance of CRM when all what the CEO and CFO care for are numbers.
ReplyDeleteCorporate Communication professional yet strive to innovate ways to create tools that measures tangibly the effect of CRM (in specific social media) yet in the end of the day communication is a "soft skills" which is a highly subjective and can never be measured accurately.
You can come close to it.. but never have exact numbers.
CEOs need to understand that Communication is becoming in the center of Consumerism as people are increasingly wanting to talk about their experience (Whether bad or good) on different media channels (including the traditional ones)