Social CRM: The customer is in control; but there is hope for your brand..
The customer is in control; but there is hope for your brand..
Indeed; the friction has been eliminated and now a large number of customers are in the position to find each other and discuss / exchange around those things they care about and inform each other of likes and dislikes; in this brave new world brands / products are truly what the customers say they are..
Companies sometimes forget that the only purpose they have is to create a customer, companies also used to have only money as the main exchange currency for the values they produced to acquire that customer. Today customers on top of money bring references, ideas, and resources. Transactional systems were enough to capture money; relational and collaborative plattforms will be required to capture the rest of values from the customer. SocialCRM needs to become the interfase that extracts and leverages on that customer values.