Business is changing. Scratch that, business changed a long time ago, but most companies are just realizing it.
Way back in 1999 when four industry types started talking about the changing nature of business, very few people listened. Since then, their Cluetrain Manifesto has become a guiding light for many an entrepreneur and business leader looking to understand and maximize the cultural shifts taking place around us each day.
One of the main points they introduced was that of the Social CRM, or Social Customer Relationship Management. You may have heard of it by now. It’s also possible you have no earthly idea what it means or what it actually is.
That’s where this blog comes in.
I’m here to talk and walk you through this idea of managing your social customer relations and how to maximize the benefits of understanding such a system.
So, what the heck is a Social CRM?
Here are just a few of the aspects of a Social CRM that we’ll be discussing in length on this blog:
- A Social CRM is an internal initiative
- A Social CRM is bred out of a solid strategy
- A Social CRM is NOT a cookie-cutter system
- A Social CRM is a multi-department, circular patterned system
- A Social CRM is a 7 day a week, 24-hour a day commitment
- A Social CRM can be a lifeline to a company cut off from their customers
- A Social CRM acknowledges that customers’ expectations are changing and take strides to change a business in stride
Don’t let those butterflies in your stomach fool you - a Social CRM is no magic staircase into the wonderful land of consumer happy feelings where “engagement” and “conversation” ride on unicorns, carrying your customers’ pocketbooks into your company bank account. A Social CRM is a business initiative completely dedicated to finding your fans and followers and moving them into the status of loyal brand advocates.
There’s a good possibility you’ll read tips and strategies on this blog and think, “That’s rubbish, there’s no way that’ll work.”
And that’s perfectly fine.
Let someone else reap those benefits while you stick to what you’ve always done, reaping increasingly diminishing returns.
Customers are changing the way they approach businesses, Their expectations have been shifting for almost a decade. Now, we just have the tools to listen and do something about it.
- 50% of Facebook users click on brands’ “like” buttons. (ROI Research 2010)
- Consumers spend twice as much time online on social networking sites than any other activity. (Nielsen)
- Over 50% of online consumers are more likely to buy from businesses they follow on social media. (Chadwick Martin Bailey)
- Etc. Etc.
You’ll hear enough stats from me as time goes on. For now, let’s just say your customers are online looking for you and if they don’t find you, rest assured they’ll find someone else.
So, are you excited to learn about Social CRM yet?
Well, I’m excited to talk about it, so let’s get this train rolling.
image: Sean MacEntee
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