Social Media Customer Relationship Managment

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Permalink Reply by Bob Fiddler on November 4, 2010 at 9:18am

Wow, this is a very robust article, covering ALL the bases. But in the end, it's really too complicated to act on, I think, other than just to call one of the vendors and shout "help!" One of the most telling points in the "Recommendations" section is the one about "expect(ing) and embrac(ing) rapid failure." True that. It really doesn't have to be so complicated. There's no way to control social media. Regarding its value to CRM, companies need to accept (OK: embrace) social media, monitor it and participate in the discussions in honest ways. IThey may or may not need third parties for help.. 

Permalink Reply by Nate Bagley on November 4, 2010 at 1:28pm

Bob,

 

Well said. I heard a greqt qute the other day at a conference that I think applies. "The advanced idea (of social media) is nothing more than a mastery of the basics." Most of thetime, you do the best you can with what you've got, and roll with the punches.

Permalink Reply by Dyann Espinosa on November 15, 2010 at 7:09pm

Hi, I am new to FohBoh and just joined this group. I live in CA wine country and much of what I do has a social media element. I think the article was a well-written piece that seems to have more application for larger companies. But the common denominator for large and small businesses (IMHO) is that you have to learn to respond quickly. Not just to problems, but to opportunities that come about through the social media universe (which we are all in, in one way or another). Thanks for posting the study.