Relationship Media: CRM through Social Media
There are many pros for businesses that implement CRM through social media. It is becoming a preferred way to communicate and resolve many issues. When social media kicked off almost a decade ago (yes, it’s been that long!), it was the new darling of the media set. Well, now that the business world has evolved and integrated social media into customer service, sales, marketing and all of the other business lines, it’s time to call it what it really is: Relationship Media.
Humans has been communicating since the beginning of time. We’ve gone from hieroglyphics on a cave wall to smoke signals, telegraphs and telephones to smartphones. With social connecting us in ways beyond what many initially imagined, it has completely changed the way businesses build relationships, maintain the relationships that already exist, and respond to incoming communications that should be addressed.
42% of users on Twitter expect a response to their customer service issue in under an hour.
While some may be intimidated about jumping into the social swimming pool to bring awareness to their business, it might help to take learn from these perspectives: the way we communicate simply changes “channels” over time, but the age old rules of building and maintaining relationships never does.
Think about Shakespeare. His plays were one of the first “social media” events. People gathered at the Globe and actors played their parts on stage about the human condition. What’s great about social networking is now there is interplay between actor and audience and audience now also becomes…actor!
So, what does this all mean?
All the world’s a stage and social is just one way to “play your part.” If you own a business, you naturally have a voice that should be heard and is of interest to others within your industry. Start small and comment on other topics of interest to you and those that impact your business. If you have the “jump-in jitters” grab a business friend, explore together and discover content that can be shared in a Google Hangout or on your Facebook business wall. You’ll soon find you’re attracting prospects and influencers, all while having fun!
Just remember – it’s about the journey – so enjoy it and take others along with you for the ride. We’re all in this together and the basis for all business is relationship building. Take a piece of the social pie but be sure to leave some for others. It’s the new way of creating something bigger than ourselves and leaving a legacy for the future – however they may communicate years from now.
About the author
Brenda Christensen is the Director of Communications for Contatta. With over 25 years of high tech corporate communications and public relations experience, Brenda has successfully created and managed global messaging campaigns for such prestigious companies as Contatta, Nimble, Servoy, Secure Computing, Panda Software, Maximizer Software, GoldMine Software, NEC, DTK Computer, Wang Laboratories, Symplex Communications and General Motors Robotics.