subject: Customer Relationship Management through Social Media [print this page] Customer Relationship Management through Social Media
Social Media - A single solution for every query in business. It is used as a platform for marketing, advertising, a very good tool for new start ups, a tool that can help you reach the top and create your presence in every corner of the world. But do you think that it can also form a part of your customer service department. Take a look below
A month back there came a breaking news in US that Cablevision viewers will not be able to watch Fox channels as Fox is demanding more fees, which Cablevision is denying resulting in blackout of Fox channels. For some days it was taken as a rumor but the news came down to reality. Now it was all in the hands of Cablevision to pay whatever is demanded and save the thousands of customers switching from their services.
But the thing is that Cablevision didn't know what their customers want; whether they wanted the channels back or they were ok with the blackouts. So they started a site where Cablevision customers can post their views about the Fox blackout. Thousands of customers posted their displeasure and disrespect towards cablevision that they should pay out the money Fox wanted. Every comment was tracked on a real time basis by a CheckBuzz the social media monitoring company. What they found is no single customer was happy. It was predecided or not; I don't know but at the end Cablevision agreed to the terms of Fox and paid the money.
My idea to write this whole story is to bring focus on customer relationship management. Gone are the days when you wait for a customer service representative to take your call and solve the issue. But now you can post your issues and queries online on social media.
Customer relationship management is a very strategic tool to be used keeping the customer centric thinking. If the customers are increasing their presence online on social media; it's an opportunity for businesses to enable these conversations into its decisions and engage its customers, leading to a satisfactory customer service experience and developing a true social relationship management.
Social CRM is a not a technology, it's kind of dealing with customer grievance on social media platform, sharing the efforts with communities, questions from their sides and answers from them.
Arifa Raj
The author is a business researcher with CheckBuzz, a social media monitoring company.
About CheckBuzz : A Social Media Monitoring Company, which tells brands/corporates what bloggers, journalists, powerful consumers, or even ordinary people are saying about them. Having a healthy experience of 3+ years, this company gives its solutions on Social media consulting, Social media marketing and Social media monitoring.
For any inquiries, please feel free to write our team: info@checkbuzz.com
