Social CRM in Action
Social CRM is a hot topic these days, and many companies are looking to create a strong social CRM strategy. And as more organizations dip their toe into the social waters, best practices are beginning to emerge.
Managing Editor Mila D'Antonio recently sat down with Augie Ray of Forrester Research and Micheal DiLorenzo from the National Hockey League to discuss how they are using social CRM to engage customers and drive business impact. The video podcast of their roundtable is featured in today's issue of 1to1 Magazine.
At the NHL, for example, DiLorenzo found out that fans spend more time on Facebook and Twitter talking about the NHL than they do on NHL.com. Therefore, the organization created a strategy that incorporates outside sites like these to gain customer understanding and participate in the conversation.
Almost every company, whether operating a B2C or B2B model, is exploring or implementing social CRM strategies and tactics. But it's not a one-size-fits-all approach. Every company is different, and relationships with customers are unique. A successful social CRM program requires that companies work to understand the needs, value, and behavior of their customers to gain an understanding of how best to interact with them. It's an exciting time, and companies that can think creatively about what's best for their specific customers will see success.
How do you see social CRM evolving? What best practices can you share?
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