Posts Tagged ‘ social media ’

Predicting the next step in Customer Management

So what happens once all the companies where customers matter have implemented their state of the art CRM platforms? All interfaced, 360 degree customer view, complete control over structured, transparent customer data.... what a beautiful position to be in. What's next? Where lies the the next challenge then? Of course, companies will still have to innovate in terms of products and remaining competitive. But the next real challenge lies in reverse customer management. It's enabling the customer to manage the relationship with its supplier. Self service is part of that - often that afterthought in projects, almost a necessary evil from a company's perspective: 'Oh yes, we have to enable the customer to do this and that himself too'... Reverse Customer Management goes further than that. In years to come, customers will want complete control over their suppliers, preferably in one interface, in their own CRM system. Whereas companies create 'customer accounts', customers will want to create 'supplier' accounts and keep control over their supplier relations. The customer will manage the relationship. Combine this with Gardner's predictions about the future power of social networks in evaluating products, services, organisations and the power balance will experience a major shift from push to pull. We are really just at the start of the customer revolution. [ READ MORE ]

Social networks or cyberspace anonymity: those who do and those who don’t

The world of social media seems to be dividing up into two groups: Those who do and those who don’t. Those who do are happy to be out there, presenting themselves, promoting themselves, adding this new medium to their portfolio of communication. They leverage perceived risk with opportunity. Those who don’t prefer to remain cyberspace-anonymous, worry about misrepresenting themselves, prefer traditional means of communication, resist with all their might. Perhaps they even resist against better judgement. Perhaps[ READ MORE ]

Organisations in Cyberspace: Permission Asset CRM considerations

One of the changes that Cyberspace has brought about is building a permission asset for your organisation. It's the basic principle of asking for permission to approach your customer regarding future commercial opportunities. We have all seen it before: "May we please contact you regarding the following in future:". And then follows list with topics such as customer feedback, new product evaluations, Christmas cards, updates regarding your offering, newsletters, blogs and such. In my opinion, there is intentional permission and circumstantial permission. This article is about how deal with this important distinction[ READ MORE ]

Social Networks are ‘organising the world’s people’. Start Nudging your Network Niches.

Slowly but surely social media sites are indeed organising the world’s people. They are creating cyberspace groups or tribes or stakeholder maps of like-minded people. Just to name a few, LinkedIn, MySpace,Yahoo and Twitter are no longer just networks of connected friends. They are becoming influential overlays of groups of people who can approach the web together. Through instant [ READ MORE ]

Subscribe

Enter your email address:

Delivered by FeedBurner