One thing that I have started to become obsessed about is Social CRM. Social CRM is essentially CRM but social! I know that sounds obvious and is not that insightful but if you think about it, it makes a lot of sense.
Customer Relationship Management has traditionally been a one way conversation – from the business to the customer. When a customer triggers a certain action, an email, text message or letter gets sent with a call to action to try to get the user to do something that data from a profiling system thinks that they would be likely to do.
Social CRM, at least my understanding of this, takes place in social networks and is comprises of two way communication – generally one to one or in the case of Facebook pages one to those who have liked your page.
This could be an automated thing, a manual thing or a mixture of the two.
I will let you in on a few top level thoughts that I have floating around in my head that I will delve in to more detail on in future posts.
The Like button
You will have seen from one of my previous posts, Closing the Viral Loop, that by giving the user a reason to click the like button would increase the number of likes a piece of content may have.
Conversion
By focusing on what users are doing and what they are saying or liking on your site, you can start to tailor messages to them. If a user likes Kings of Leon on a music site, tell them when tickets go on sale or if you have a special offer on a t-shirt or poster.
Feedback
Using Social media to ask users for feedback on new features or to test new pieces of functionality can really help you to get quick feedback – both good and bad – and can respond quickly to new suggestions.
Super users
I believe that one of the biggest things that can make a difference online is finding those users that will go the extra mile for you. Take my previous post about the Marmite XO campaign run by We Are Social where they used Social Media to find the biggest fans of Marmite to spread the word on a new product that they wanted to launch.
As I mentioned earlier, these are loose ideas that I have running through my head and I needed to get them down on a post. If you have any ideas of your own or what to discuss any thing then please do leave a comment below.
I will be delving deeper into these concepts and exploring them to see what we can achieve using social media to drive the monetisation of users online.