CRM In The Age of The Socially Empowered Customer

Here is a great white paper by Sage CRM Solutions outlining the Traditional vs. Social CRM Strategies being employed in today’s market. The document has a good indepth overview for those who are still not clear on what Social CRM is all about.

In the age of the Socially Empowered Customer, 3 Things have changed the Dynamics of Typical CRM Strategies. They are as follows:

• The Enterprise No Longer Manages Customer Relationships, Your Customers Now Manage The Relationship.
• Companies Must Join In On The Conversation and Help Rather than Market To Customers.
• Establishing A Positive Online Reputation equals trust, and trust can equal sales!

To touch up on this in more detail, lets take the first bullet regarding the fact that the Enterprise no longer manages Customer Relationships.  Your customer today is very likely learning about your companies product or service through a search.  If they are an existing customer, they are likely Tweeting for support on your product, or blogging about your product or service.  The way Enterprises now need to manage these relationships is through monitoring these conversations and becoming a helpful resource to customers rather than always selling a product or service.