Monday, 24 September 2007

CRM & Social Media

A growing number of sessions at this year's Gartner CRM Summit are dealing with the impact of social computing on CRM. Web 2.0, and the power of unhappy customers who voice their complaints to the world via blogs, have changed the way companies need to manage the complete customer spectrum. The social and collaborative techniques of Web 2.0 provide a framework upon which to provide rich CRM services that are customized to the individual visitor. Integrating the two worlds is a first step - LoyaltyLabs, a San Francisco-based company that provides customer management for consumer brands, announced it had created Gimme Love an application that application connecting CRM applications to Facebook. One customer, 1-800-FLOWERS.COM is using the application to link its Fresh Rewards loyalty program to the popular social networking site.

CRM = Customers Really Manage.