When you’re thinking about your customer touchpoints, are you considering other ways customers may try to communicate with you or about you? Are your company or products mentioned on social media by customers having problems? While you may have the greatest customer support process in the world, it’s only good if people are actually using it to let you know about problems. Even if you’re not doing any other type of social media outreach, at the very least, monitoring for mentions of your company and products can go a long way for improving your online reputation.
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Feb
17
2009
Don't forget the Relationship in CRM
Does your company have CRM (Customer Relationship Management)? CRM used to be about a business process of managing a relationship with a customer, but now it often just applies to a piece of software that stores customer names and some information about them. During this recession, there is an opportunity to actually form relationships with your customers. As Lee Odden from Online Marketing Blog says:
As companies decide where to invest their limited marketing resources, there is a distinct opportunity to focus on investing in relationships: with their customers, prospects, employees and business partners.
So instead of using your CRM to blast out targeted email campaigns, use CRM to form long-lasting relationships with your customers. Reach out to them and see if you can help. Companies and people who connect with their customers will be remembered much more than companies that just sent out lots of advertising. Best of all, building relationships is easy on the wallet – just takes a bit of your time.
(photo by “Solar ikon” @ Flickr CC)
Technorati tags: business, business strategy, crm, customer relationship management, customers, marketing, marketing strategy, online marketing, internet marketing
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