A new breed of consumer has emerged. This new breed — the social consumer — is more connected, more vocal and has greater control. Social consumers use social media to voice their praises about a particular business, but they use social media just as frequently to voice their concerns and anger about customer experiences. Because of this, businesses today are facing a dilemma. How do they appropriately reach new customers? How do they maintain the relationships they already have? Even more important, how can they truly understand the social consumer unless they embrace the concepts themselves?
Hi and thanks for the great sCRM piece. In your opinion, what are the most common (or easiest) examples of "incorporating social data into your CRM systems"? As a traditional CRM analyst, I'm keenly interested in how to marry social and digital with traditional efforts - where is the "low-hanging fruit" for social data and CRM?
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The Real Social CRM: More Than Asking for 'Likes'
Posted by: Larry Augustin & Sean Poulley April 5, 2011 05:00 AMA new breed of consumer has emerged. This new breed — the social consumer — is more connected, more vocal and has greater control. Social consumers use social media to voice their praises about a particular business, but they use social media just as frequently to voice their concerns and anger about customer experiences. Because of this, businesses today are facing a dilemma. How do they appropriately reach new customers? How do they maintain the relationships they already have? Even more important, how can they truly understand the social consumer unless they embrace the concepts themselves?
Thanks!
Dean