week 8--social CRM

when it comes to CRM(customer relationship management), there will be a concept in our my mind that building up relationship with cusotmers in person rather than via the way of social media. nowadays, most part of customers get involved with online stuff, what we need to do for dealing with customers is to keep in touch with the ways that cusotmers will use, like twitter, facebook, blog, email,ect. the impact of CRM through soical media at times is greater than in person of CRM, I suppose. if the problem or issue can be solved through email conversation, customers will earn lot more satisfaction than on the spot, which means save cusotmers plenty of time.

I also realize the different social media for different type of customers when it involves with customer relationship management.

the essence of sCRM is a tight cycle where critical elements like collective intelligence,customers, community, and customers can be divided into different group like self-service, community generated activity put into the cycle. every element can contribute to the relationship management, that's why the social CRM can have massive influence on business.

the way of sCRM on business will impact on the reputation, there is no doubt about it and it is one of strategy to marketing of one's marketing. most of time  keeping customers is much difficult than attracting new customers, I believe.

due to the wide spread of social media, business will adopt it to promote cutomers service, but a matter of fact that we lose the basic value of customer service, that's to ignore the actual exprience of the organization, instead, what we need to do is to employ both ways rather than focusing on soical media to promote customers service if we want, I suppose.

and blog is one of platforms to capture people's attention, but some of them does not do very well, which I think maybe due to the content they post does not fit the general concerns or lacks of using media toos like video clip or never allow people to make an cmment.

we might have received apologies about products or service or changes from the organization, but some make their apologies work as they truly listen what customer want rather than what the organization want to address to their customers, I always believe that customers is the support foundation of the organization, no matter what desicions the organization make must be depending on the perspective of customer.

Exercises
the key word for google alert is social meida for blogs and I have been monitoring the information form my email for 3 weeks, I found that all the information was up-to dated, but they are not all blogs and most of them are some articles about social media.

there are three blog sites that I found differently. one is very good, the other is average and bad.

the good one:

http://www.socialmediaexaminer.com/author/admin/
the author try to make a response to those commenters and insert vedio clips that related to the topic, which I think it is pretty visual and attractive to make interaction with readers. one thing the blog do very well is that lot of readers will be willing to make comments on it.

the average one: http://thenextweb.com/asia/
it has wide variety of topics and readers can be made comments through facrbook and Twitter, but you cannot receive from the author.



the bad one: http://soshable.com/, the author of the blog never make response to their commenters which reduce the interaction and the the layout of the blog is too simple, it never use social media tools like vedio clip, and most of improtant thing is just few people make comments on that blog site,