Essay about Using Social Media for Customer Relationship Management

704 Words 3 Pages
Social CRM

Integrating the social media data and data from the existing CRM tools like Siebel enables the brand to truly listen to customer than ever before. Social networks are changing the expectation of the customer, they don’t want to be acquired, they don’t want to be managed, they want to be delighted and empowered. Identifying customers, understanding their concerns and reaching up to their expectations is possible using social media in CRM.

Surprise and Delight – Social Proactivity
Companies are changing, customers are changing, and customer expectations are changing. Customer service is no more a front desk executive replying to all the customer concerns. Customers are not just happy with speedy reaction and adequate
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It’s important for any brand or business to get involved in cultivating really nice culture around the products and services using new online social tools. This way organization can get involved in the conversation already happening in social media about the products or services. So it’s possible to identify the customers who are discussing about the products and people who are interested in the products. Getting involved with customers in these communities may result in new product idea or service lines, or entirely new approaches to conducting current activities.
Blogger Engagement
Majority of the customers tend to decide on products or services based on the recommendations from people they know or product/service reviews posted online in blogs. So nowadays blogs plays a crucial role for brand advocacy, social visibility and increase the revenue. As Google’s algorithm changed to place more emphasis on quality, authoritative content when ranking sites in its search results, brands are engaging relevant individual bloggers with large online fan base following to their online campaigns to increase their ranking in Google search engine. Even some unhappy customers tend to express their concerns about the product or service in blog which might harm the brand reputation. So it’s important to engage with these bloggers to address their concerns.

Product Launch Campaigns

Social media has changed the face of advertisement. This new platform is widely used for product

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