3Jul/100
Social CRM: the time of the passive customer is history
Two quotes from Chess Media Group's Guide to Understanding Social CRM:
"Social CRM is based on the simple premise that you are able to interact with your customers based on their needs, not your rules."
"[T]hese customers are more engaged than ever before, and are setting the tone, pace and direction that companies must go. Companies must begin to collaborate with and engage the customer, but need to be respectful, and therefore must also deliberately decide on the proper response to each interaction with her. This will require greater internal collaboration with finance, operations, innovation, and other departments within the company."
Further reading:
- Chess Media Group's Guide to Understanding Social CRM (.pdf 4.3 MB)