Is it jargon? Does Social CRM just take the term CRM (that’s Customer Relationship Management to the layman) and tack on the word “Social” to imply all things webby? Er, well we obviously don’t think so, as we’re running an event on Social CRM in a few weeks time.
After almost 10 years managing online communities we reckon brand use of Social Media channels comes down to one thing – it’s not digital marketing, online PR, market research, SEO or even cost cutting – it’s about customer relations.
If you buy in to the warm fuzzy values around Social Media, that it’s dialogue vs broadcast, it’s 1-2-1 communications with real consumers, its humanises a brand, etc etc then surely that’s just a more social relationship with your customers? [BTW If you don't buy in to those values then you're probably really cynical or just doing it wrong].
So, the relationship with the customer is the starting point and we believe that if this is managed well in a Social Media environment then all areas of business can benefit from it; PR, Marketing, eCommerce, R&D, Customer Service, Finance, HR, Sales.
We’d like to invite you to come and learn more about the concept and see some solutions to manage customers online which have worked for brands like BT, Virgin Media, Sony Playstation, Barnes&Noble, ITV and Ministry of Sound – to be really clear this conversation is not about online customers in the eCommerce and Google AdWords sense, this is about real customer relations through a variety of online social channels.
Case studies on some of the above will be presented by our co-host Lithium Technologies and long-time Tempero faves The iPlatform.
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