Crm - How It Works

In: Business and Management

Submitted By sss123
Words 2874
Pages 12
Bonde, A. (2010). How to Make Social Media Work for Your Business. Enterprise Innovation, 32-33.
Allen Bonde is co-founder and Chief Marketing Officer of Offerpo, a new social marketing apps company, and Managing Director of Evoke CRM, his consultancy. How can you make social media work for your business? Social networking and other forums like it give the “biggest bang for your buck as far as measurable benefit. “A strategy should begin with an assessment of business goals…… and customer needs.” Social CRM should be phased in and not just jumped into lightly. 10 steps for creating a social networking business strategy: Create a mission statement, assign owners, outline employee policies, identify existing communities, create a marketing plan, develop individual channel strategies, develop community strategies and programs, develop your platform strategy, create a social business dashboard and publish an action plan.

Brandel, M. (2010, July 12). Are You Listening? Computerworld, pp. 12-15.
Mary Brandel is a contributing writer for Computerworld. Now that consumers are sharing their experiences through Twitter, Facebook, YouTube and other outlets at the speed of thought it is quickly becoming an essential piece of any company’s risk management and customer engagement management. IT departments and CIOs should get involved to help combine social media analysis with data from other business silos to gain new knowledge about customers. Companies must figure out how to respond to social network chatter quickly and efficiently; Domino’s Pizza and Motrin waited more than 24 hours to respond to internet chatter and complaints went main stream. “Tweets become blog posts, YouTube videos or articles overnight” Not being socially engaged can lead to huge problems for a company. Comcast, Zappos, Microsoft and Southwest social CRM success stories. The five fundamental…...

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