Upgrading Your CRM Strategy with Blogs, Podcasts and Social Networking

October 30, 2006 October, 2006 Christopher Carfi Cerado, Inc. Upgrading Your CRM Strategy with Web 2.0

Quick Background Co-Founder, Cerado Win/Loss Analysis, Competitive Intelligence, Business Blogging http://www.cerado.com Creator, Haystack TM Networking Serious social networking for businesses and associations http://haystack.cerado.com Editor, The Social Customer Manifesto weblog “ Best CRM Weblog,” SearchCRM.com http://www.socialcustomer.com

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How “Web 2.0” Is Affecting CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Social Customer Manifesto ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What's Happening: Sales photo credit: gizmodo Key point 1 : Salepeople no longer have an informational advantage over their customers Key point 2 : Customers trust “someone like me” (e.g. TripAdvisor) Key point 3 : The rise of the “biz-sumer”

What's Happening: Marketing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What's Happening: Support ,[object Object],[object Object],[object Object],Naturally, there will be those who scoff and respond to the support tagging idea along the lines of "Why? Customers should come to our support site, and open a ticket there". And that's how it's done today - make your customers come to you . But why not reverse this completely? This is how these companies win the hearts, minds and loyalty of their customer. Its amazing customer service - a true differentiator. By providing a support tag, it could allow for further structuring around this 'listening to the blogs customer support' approach. Of course, not all your customers would use it, but if there is a real benefit to the customer in doing so (i.e. faster response times, quality of response, etc), then why wouldn't they? And the benefits to the company providing support in this way? Well, happy customers for one - but if the support is provided via a comment then this provides evidence to prospective customers of the quality of service who happen to come across the blog post. I'll do my bit and the send idea around within Microsoft for consideration by the powers that be. “ ” Quote from Alex Barnett, Microsoft

Trend: Social Networking for Businesses/Associations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Contact Information ,[object Object],[object Object],[object Object],[object Object],[object Object]

Upgrading Your CRM Strategy with Blogs, Podcasts and Social Networking

Recommended

Recommended

More Related Content

Viewers also liked

Viewers also liked (20)

More from Christopher Carfi

More from Christopher Carfi (16)

Recently uploaded

Recently uploaded (20)

Upgrading Your CRM Strategy with Blogs, Podcasts and Social Networking