The Intersection of Social Media and CRM

Posted on October 18, 2009

At first glance, it seems obvious.  Customer Relationship Management and leveraging social media to connect and build relationships with customers are related concepts in marketing and business.  The attached slideshare is a great way to simply tie the concepts together.  I especially like the concept of customer Moments of Truth – where they have meaningful interactions with companies.  This presentation also does a good job at bringing together various digital concepts in marketing – paid search for acquisition up through leveraging social media channels for support and education.

My favorite slide that popped out at me is 27 – showing conversation mining for actionable insight.  Quite simply, that’s the single best reason for a brand to leverage monitoring in social media in the first place.  Spotted via Amnesiablog.com.