Social CRM: Building and Extending Customer Loyalty in an Increasingly Competitive World

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http://bit.ly/social-crm

It’s not just what you know about your customer, but what your customer knows, and is willing to publish, about your company.

Published in: Business, Technology
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  • Axel, Actually, according to the New York Times, the Whopper Sacrifice was shut down based on Facebook policy. Please see the link: http://bits.blogs.nytimes.com/2009/01/15/whopper-sacrifice-de-friended-on-facebook/ The action resulting from that knowledge, if handled properly could be the basis of a social networking strategy. The ability to take a viral campaign and turn it into intelligence is something that is still evolving. A smart Social Networking strategy can help to ensure that is not wasted. Staci Wilkes
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  • Nice writeup - not sure that this is new in any way. Customers or users always talked, wrote, commented about the brands and products they use - but only now even the dumbest company can see it.

    The Burger King campaign was actually a great disaster - that was the reason it was canceled not a Facebook policy!

    Anyway - the bigger question is - what is the action resulting from that knowledge? What are the new sales processes that give sales people the guidance to act? What is the new comp model that motivates sales and marketing people to enter into a new role that is in more alignment with how customers do business?

    Axel
    http://xeesm.com/AxelS
    (my social map)
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  • Excellent! I think a customer is willing to share and publish about our company or products as long as they have a remakable experience with us, and the customer now have in his/her hands a lot of tools to do it, to publish his/her experience, so we better have given him/her a nice one.
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