Social Media is a Communication Channel. CRM is a Strategy.
If you’ve read my blog, you’ll realize I am a passionate believer that having an overall CRM strategy is essential for a winery.
CRM is Customer Relationship Management.
It is how you talk/sell/greet/respond to your customer groups.
To compete with all the other wineries that consumers interact with, you must to recognize, respect and interact with your customer like you know them. And, to do this, businesses are finding that incorporating Social Media into their overall CRM strategy is becoming an imperative.
Why do this extra work when you’ve existed for years without it? If you find yourself among the camp of those who believe Social Media is not much more than a huge “time suck” get a load of these statistics, and perhaps rethink your opinion:
Some businesses shy away from Social Media due to the feeling of lost control over the communication. After all, we’re used to writing the copy, distributing the press release, managing the website. But, Social Media is two-way communication, with customers having a lot of control over the discussion (and reaction to the discussion). It also takes time, and discipline to build this relationship.
But, if you can overcome the fear, and find the time, you will find that the relationships you develop are strong and REAL. Every week, a “follower” or “friend” asks to meet me after connecting on Social Media – they make a special point on their trip to see their friend. These are real connections and valuable of your time. Building virtual communities not only allows your customers to converse with you, but also each other. In doing so you can improve your customer service and research. Getting to know your clients via social media goes further than they you could possibly imagine. So dive in!
1 Bazaarvoice & The CMO Club Survey: Social Data Impacts CMO Decisions, Predictions & Forecasts
The Evolution of Social CRM (litmanlive.co.uk)
5 types of social media strategies (churchofcustomer.com)
Be a Social CRM Hero! (socialfish.org)
What Are The Best Social CRM Analytics Solutions? (techwench.com)
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