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Rob Tell

Social CRM - Getting Down to Reality Brian Solis - 1 views

www.briansolis.com/...%80%93-getting-down-to-reality

crm social media socionomics evideo

shared by Rob Tell on 29 Apr 11 - No Cached
  • First, and foremost, even though most of the social web action is personal, the revolution has been a communications revolution, first and foremost, not a business revolution. As a result of this irrevocable change in the what, where, when and how we communicate, businesses need to learn how to use these new communications channels – because that’s how their existing and potential customers are communicating. Its simple really.
  • 1. Find out where they are communicating such as Twitter and Facebook as well as traditional channels (phone, email) and understand how to use those channels. Outreach, in other words.
  • 2. Find out what they need from you to communicate and provide them with the channels to do that e.g. a service community. Inputs, in other words.
  • ...4 more annotations...
  • The value to your business? Happy customers. The same as always.
  • If you’ve done that and accessed those channels available and didn’t limit yourself to those you’re comfortable with, the simplest thing in the world occurs. The customers begin to trust you a bit more
  • the value of a natural environment in getting higher quality product feedback
  • Steve Knox, the Vocalpoint CEO at the time said, “We know that the most powerful form of marketing is an advocacy message from a trusted friend.”
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