|
Top : Social CRM: With the emergence of social networking and the use of social media platforms for customer service, there is now a discussion of customer relationship management via social network channels.
Articles:Social CRM and Customer Advocacy Programs: Case Study - by Harish Kotadia, Ph.D.In my previous post titled Loyalty Programs are Passçª how about Customer Advocacy Program?, I highlighted the importance of tracking outbound Word Of Mouth (WOM) on Social Networking sites and designing programs for rewarding Customer Advocacy behaviors like WOM. In this post, I want to elaborate more on the topic and explain how Customer Advocacy Program can be integrated into Social CRM initiative and system. (Added: 30-Nov-2010 Hits: 75 ) Social CRM and the Value to Organizations - by na Customers are beginning to use social networks to communicate between themselves and with you. The conversations are happening with or without you. Whatever you want your brand to be known as or the language you want to be associated to your brand is no longer up to you.How do companies deal with this? When the customer's voice, in many cases, is louder than your own and when customer issues are put to public trial before you even know you've been charged with anything. Let's call this defense (yes I'm excited that America's favorite past-time has started this weekend). What about offense? (Added: 26-Sep-2010 Hits: 212 ) Social CRM: Not Your Father's Customer Relationship Management | Small Business Trends - by Brent Leary Social CRM adds a whole new dimension to the traditional view of customer relationship management. The focus is undoubtedly on people and not technology. It's about joining the ongoing conversations our customers and prospects are already engaged in not trying to control them. It's about using any tool available that will allow us to meaningfully engage with more people like them. It's realizing people like doing business with people they like and understanding we love doing business with people we trust.My small business brethren know this better than anyone, and have literally put the social into CRM. Which is why I'm not ashamed to say my company name anymore. (Added: 25-Nov-2009 Hits: 196 ) Social CRM - a dead end? - by Axel Schultze I love Brian Solis statement: "Take the C out of the sCRM". As our networks grow exponentially, we also may need a good tool, but we need a tool that helps us with the actual relationship - not with the data we aggregate.Social Relationship Management as it is is currently defined may be a solution to the problem as it focuses on the relationship - not at the data. Interesting discussion. Be sure to read the comments. (Added: 16-Dec-2009 Hits: 118 ) Social CRM: Strategy, Technology or Passing Fad? - by Bob Thompson With all the chatter that has been stirred up in recent weeks, it's clear that "Social CRM" is a hot topic. It's less clear what we're all talking about.I'm confused. Should I put a stake in ground, an oar in the water, or a finger in the air. (No, not that finger, the one to test the wind direction.) For now, I'll have to settle for this post!My personal view is that Social CRM is the integration of social media and CRM. Literally: Social + CRM. If you don't have both, you don't have Social CRM. Simple. (Added: 20-Sep-2010 Hits: 86 ) An Open Letter to CRM and Social Media People - by Jacob Morgan Over the past few months (and perhaps more so over the past few weeks) I've noticed a growing tension between the Customer Relationship Management (CRM) and the social media folks. In some instances this has led to direct name calling in public mediums - which is rather unfortunate. The advent or evolution of CRM into Social CRM is merging disciplines together; chiefly CRM and social media, this is causing a bit of a clash between the two camps (in my opinion). (Added: 28-Aug-2010 Hits: 98 ) Social CRM: Strategy, Technology or Passing Fad? | CustomerThink - by Bob Thompson With all the chatter that has been stirred up in recent weeks, it's clear that "Social CRM" is a hot topic. It's less clear what we're all talking about. I'm confused. Should I put a stake in ground, an oar in the water, or a finger in the air. (No, not that finger, the one to test the wind direction.) For now, I'll have to settle for this post!My personal view is that Social CRM is the integration of social media and CRM. Literally: Social + CRM. If you don't have both, you don't have Social CRM. Simple. (Added: 25-Nov-2009 Hits: 173 ) The Impact of Social Media on CRM - by Corie Kaftalovich With hundreds of millions of people accessing the variety of online social networks, the world's ability to connect and share is limitless. From a business standpoint, being able to enter the informal networks that prospective, past and present clients reside in has allowed companies to create a customer experience like never before. So what does this mean for customer relationship management (CRM)? How has the social media phenomenon changed the way companies interact with customers? This blog will explore some of the possible impacts in attempt to uncover the impact social media has on CRM. (Added: 25-Sep-2010 Hits: 126 )
Related Categories:
Pages Updated On:
16-Nov-2011
-
08:07:35
|