Reflection On Social Customer Relationship Management

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Reflection
Social customer relationship management is a tactic used by organizations to appear transparent and gain trust from customers (Greenberg, 2010). When an organization appears transparent, customers begin to feel that the organization is trustworthy enough to earn their business. In order to manage social customer relationships, specific tools will need to be used. A blog is an example of a social customer relationship management tool. Blogs are used to encourage conversation between customers and employees of an organization(Greenberg, 2010). In addition, blogs allow customers to speak their mind about ideas, questions, comments, or concerns that they may have about the organization. Overall, a blog acts as an organization’s journal;
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An example of social media is Facebook, Facebook allow organizations to keep in contacts will individuals, while promoting their product or service. Also, Facebook sanctions reviews and concerns that customers may have about an organization. Since the reviews are made public, an organization is more likely to show transparency to retain their clientele base. While making sure customer relationships remain social, it is important that communities are managed. A managed community is a form of recruitment (Greenberg, 2010). Recruiting new customers and retain old customers is a hard job, but if an organization’s community is managed properly, they will keep their clientele happy. A managed community is a place for customers to seek answers about an organization or product and receive educated responses from trained …show more content…
If organizations failed to do so, customers will begin to lose trust. Recently, I decided to purchase a laptop and after attempting to use Microsoft Office, I noticed that Microsoft Word was inoperable. Luckily, I was able to go to a Microsoft blog and explain my problem. Within 24 hours, a Microsoft technology specialist informed me how to fix my problem. After more investigation, I found that many other customers have used the blog in the past to fix technology problems within their products. This is an example of how organizations should operate their business, by treating their customers like humans, rather than money. Microsoft ensures that their communities are managed in a way that reflects their concern with please their customers. The key to social customer relationship management is to keep in touch with customers and fulfill their needs over the internet. I find myself researching organizations Facebook before offering my business. This allows me to see individual’s comments about the establishment and help me make a decision as to whether or not the organization is worth my

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