Make No Substitutions For Real CRM

Many companies are utilizing the tools of social media in relation to CRM. The tools of social media such101 as blogs, wikis, podcasts, UGC (user generated content): comments, review, social tags, bookmarks, rankings, ratings, photos and video are used to foster social interaction, not substitutions for real CRM. No matter what the economy looks like some companies are investing more in various areas of social media tools.

Other companies need to make a change but don’t. Social media & CRM go hand in hand to some degree. But true, beneficial customer engagements are governed by trust, transparency & personal experience. Some companies try to automate their way out of dealing with the real issues by throwing social media tools at them & mix it with a little marketing, customer service & sales.

But is that really the way to go?

Some companies try to use them as an easy out from developing a true customer engagement strategy. These tools are not a substitute for anything. Social media is becoming more of a trend instead of a fad, a new way to do business. Customer service is a great focus point for launching a social CRM initiative because the strength of “social” comes from the strength of the underlying community. Services & support is a natural point where company & customer interests come together. It’s more difficult to build a vibrant community if you start by marketing or selling.

Social media tools are not a part of the traditional CRM strategy.People want to be engaged. So to be proficient & interactive with people is to get to know them first.

That way you’ll have a better explanation & understanding of how to incorporate them into your customer engagement strategy. Don’t be afraid to use them. You need to broaden your horizons & try new things to reach people. Use them with caution. Many see CRM as technology but CRM is a strategy enabled by technology. It’s possible to limit yourself by implementing CRM before developing a customer engagement strategy.

The various social media tools are just that “TOOLS.” Tools to enable you to interact more effectively with people. You may be like many other professionals who may or may not know about how social media tools are changing CRM. Don’t try to automate your way out of customer interaction by throwing social media tools at the real issues. Social media tools are meant to be enablers of beneficial customer interaction not the drivers or substitutions.

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Clerical Business Solutions

Virtual Assistant Services & Business Consulting http://www.clericalsolutionsinc.net

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