Wednesday, 2 September 2009

From 1:1 to Social CRM

CRM used to mean Customer Relationship Management (as if there could be such a thing), it has grown to mean Customers Really Manage. In any case, the discipline was and still is squarely based on one’s ability to execute personalized, relevant, one to one communications informed by the specific needs, attitudes and behaviors of the individuals one wishes to reach.

So how did CRM (whatever the definition) become social? A search for Social CRM on Google will reward you with something more than 8 million entries. Scanning them will reveal a basic and rather broadly shared misunderstanding about what Social CRM is and how to go about it - It is for example, not only about listening to and possibly identifying future consumers on Twitter, nor is it about using a specific technology platform (lightly) evolved from the old, hierarchical contact management approach. Technology is part of the deal simply to the extent that the subtle use of varied and complimentary marketing technologies will facilitate rich consumer understanding and enable the creation of a specific and personalized brand experience for your customers.

Moving from individual to social CRM therefore, still requires an ability to reach individuals and to create engagement with the single customer by creating personal relevance for her across at least two of the three dimensions of relevance - experiential, temporal and contextual. This is what I have termed before as “The Channel of Me”, in that consumers will manage their interactions with your brand, as marketers, we have to provide her with the tools to create those interactions and to build the channel between her and our brand. Social networks and communities represent in turn, “The Channel of Us” and act as bi-directional vectors or links between the individual and the community, facilitating (and encouraging) the transition from the individual to the collective (and back to the individual). To set this dynamic in motion, treat your consumers like constituents, engage them in conversations that are meaningful to them and encourage them (provide them with the tools) to share with their networks. This kind of relationship building will eventually have the community play a role of customer support/service, the community, primed in this way will become your best closer to the consumers you are trying to attract. That to me is Social CRM – Customers Really Managing…

9 comments:

Guo Guo said...

guowenhao20150403
tory burch handbags
tods shoes
oakley sunglasses
air jordan shoes
abercrombie
discount oakley sunglasses
toms shoes
lululemon
pandora
kate spade
ray ban
tiffany jewelry
ralph lauren outlet
longchamp outlet
true religion jeans
louboutin shoes
burberry outlet online
toms shoes
herve leger dresses
nba jerseys wholesale
celine handbags
hollister clothing
coach factory outlet
gucci shoes
ray ban outlet
louboutin shoes
abercrombie and fitch
louis vuitton outlet stores
louis vuitton handbags
nfl jerseys
oakley outlet
burberry outlet
mlb jerseys wholesale
discount oakley sunglasses
ray-ban sunglasses
abercrombie outlet
toms outlet
insanity max 30
asics gel kayano
louis vuitton outlet

Guo Guo said...

guowenhao20150403
tory burch handbags
tods shoes
oakley sunglasses
air jordan shoes
abercrombie
discount oakley sunglasses
toms shoes
lululemon
pandora
kate spade
ray ban
tiffany jewelry
ralph lauren outlet
longchamp outlet
true religion jeans
louboutin shoes
burberry outlet online
toms shoes
herve leger dresses
nba jerseys wholesale
celine handbags
hollister clothing
coach factory outlet
gucci shoes
ray ban outlet
louboutin shoes
abercrombie and fitch
louis vuitton outlet stores
louis vuitton handbags
nfl jerseys
oakley outlet
burberry outlet
mlb jerseys wholesale
discount oakley sunglasses
ray-ban sunglasses
abercrombie outlet
toms outlet
insanity max 30
asics gel kayano
louis vuitton outlet

Shijun Lin said...

shijun 4.3 2
fitflop
abercrombie
christian louboutin sale
michael kors handbags
abercrombie outlet
jordan retro 11
louis vuitton
polo ralph lauren
fitflop
cheap jerseys
ray-ban sunglasses
fitflop outlet
true religion outlet
gucci outlet online
coco chanel
marc jacobs bags
coach outlet online
abercrombie
louis vuitton
michael kors outlet online
gucci outlet
michael kors outlet
ray ban aviator
celine bags
michael kors watches
mont blanc pens
jordan 3 retro
coach purses
coach outlet
michael kors bags
christian louboutin outlet
michael kors
michael kors canada
marc jacobs outlet
jordan 11 retro
gucci outlet
nfl jerseys
gucci outlet
coach outlet
kate spade outlet

Zheng junxai5 said...

2015-07-25 zhengjx
fitflops shoes
coach outlet store online
pandora jewelry stores
ray ban glasses
coach factory outlet
fitflops shoes
louboutin pas cher
burberry sale
ed hardy uk
soccer jerseys for sale
michael kors handbags
nike blazer low pas cher
michael kors uk outlet
gucci handbags
michael kors handbags
ed hardy uk clothing
replica watches rolex
ray bans
longchamp le pliage
gucci borse
abercrombie and fitch
polo ralph lauren uk
michael kors outlet
kate spade bags
louis vuitton borse
louboutin
polo ralph lauren
oakley sunglasses wholesale
ralph lauren femme
burberry scarf
mcm backpack
oakley sunglasses
fitflops
ray bans
chanel bags
michael kors
louboutin
louboutin femme
cheap oakley sunglasses
jorda femme pas cher

chenlina said...

air max
hollister kids
nike air huarache
fake oakleys
longchamp outlet
louboutin
insanity workout
michael kors outlet online
cheap oakley sunglasses
kate spade outlet
adidas superstar
oakley sunglasses
hermes uk
mulberry handbags
louis vuitton pas cher
nike running shoes
air max 95
adidas originals
ray ban outlet
longchamp handbags
ugg slippers
ed hardy clothing
cheap uggs
tommy hilfiger outlet
moncler jackets
juicy couture
nike store uk
ugg outlet
celine handbags
abercrombie
louis vuitton
pandora charms
gucci outlet
coach outlet store online
coach factory outlet
cheap ray ban sunglasses
toms shoes
swarov ski jewelry
hermes belt
ugg sale
chenlina20151009

chenlina said...

chenlina20151221
toms wedges
ugg outlet
gucci outlet
coach factory outlet
michael kors handbags
instyler max
ugg outlet
oakley sunglasses cheap
abercrombie
ugg sale
michael kors outlet online
ugg clearance
oakley sunglasses cheap
michael kors outlet
replica watches
ray ban sunglasses
michaek kors outlet
toms outlet
louis vuitton handbags
coach factory outlet online
celine outlet
ray bans
running shoes
timberland outlet
uggs on sale
ugg boots
pandora outlet
coach outlet
michaek kors outlet
cheap oakley sunglasses
true religion jeans outlet
gucci handbags
canada goose outlet
ugg boots outlet
jordan retro 11
oakley sunglasses
coach outlet store online
louis vuitton handbags
ugg boots
hollister outlet
as

chenlina said...

chenlina20160525
pandora outlet
louis vuitton outlet
ray ban sunglasses
michael kors handbags
louboutin
louis vuitton outlet
air force 1
fitflop sandals
mont blanc pens
toms outlet
coach factory outlet online
michael kors outlet
louis vuitton outlet
christian louboutin shoes
adidas uk
toms shoes
coach outlet store online
insanity workout
kate spade
lebron 11
toms shoes outlet online
rolex watches
christian louboutin outlet
louis vuitton handbags
louis vuitton handbags
michael kors outlet
coach outlet
louis vuitton outlet
ray ban sunglasses
jordan 13
true religion
oakley sunglasses cheap
jordan retro 11
coach factory outlet online
michael kors outlet
kevin durant shoes 7
coach factory outlet
coach factory outlet
michael kors handbags
louis vuitton
as

xjd7410@gmail.com said...

michael kors outlet online
fit flops
kate spade handbags
coach outlet store online
toms wedges
true religion outlet
coach factory outlet
ralph lauren outlet
true religion jeans outlet
coach outlet online
coach factory outlet
louis vuitton outlet
louis vuitton
cheap jordans
louis vuitton outlet
coach outlet
instyler max
polo ralph lauren
polo ralph lauren outlet
nike roshe one
ray ban sunglasses outlet
hermes outlet
michael kors outlet online
coach outlet store online
tiffany jewelry
louis vuitton outlet stores
jordan 11
coach outlet
gucci outlet
chenyingying2016729

chenmeinv0 said...

levi's jeans
ecco boots
coach outlet online
nike cortez shoes
mlb jerseys wholesale
michael kors outlet
christian louboutin heels
christian louboutin sale
ralph lauren polo shirts
polo ralph lauren outlet
chenyingying20170308