Social media and CRM: the feedback, community and brand perspective

Do I need to say that social media is a phenomenon that impacts the life of many of us? Social technologies are still developing and social media marketing models are still evolving. This is certainly the case from a multi-channel marketing and CRM perspective

The convergence of social media and CRM, also called social CRM (and it’s not just about the tools), has opened new opportunities for building customer relationships and changing how customer service is practiced.

The CRM and social media convergence is a complex concept that has brought into question how customer service will be handled in the future as well as how CRM will be structured. Bringing social technologies and community-building programs together has the potential to be a profitable and effective marketing strategy.

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Social media and NGOs

Social networks and online communities offer great possibilities for organisations and companies to connect with new and existing users, customers, supporters, donors etc.

For NGOs, charities or companies, who want to show their corporate social responsibility social media is a very attractive tool.

Social media has a global scope and each person you connect with has the power to pass your message on and to become an ambassador for your cause.

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