Here are several excerpts from an informative article by Lauren McKay, Editorial Assistant with CRM magazine, B2B Marketers Still Hesitant to Get Social:
It’s no longer a surprise to hear that innovative social-media tools have helped marketers reach consumers — at least in the area of brand recognition – but business-to-business marketers haven’t been as quick to make the leap into the Web 2.0 world. A recent Forrester Research report, however, counters some of the concerns B2B marketers have had with less-than-traditional marketing efforts.
In “Making Social Media Work in B2B Marketing,” Forrester analyst Laura Ramos points out that while Web conferencing, webinars, and email newsletters have gained ground in B2B marketing, adoption in areas such as blogging, social networking, and online communities remains relatively low.
Ramos highlights three core aspects of B2B marketers’ embrace of social media:
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Posted on 10th November 2008
Under: CRM Technology, Internet Marketing, Marketing | No Comments »
Yesterday a friend of mine directed me to a web site that I was not familiar with, getsatisfaction.com. It’s an interesting idea. The company is offering a Web 2.0 customer service solution for everyone/anyone about any product or service while at the same time it’s pitching the on-demand platform to companies for use on their own web sites.
In the word’s of the company itself, “Get Satisfaction is a community that helps people to get the most from the products they use, and where companies are encouraged to get real with their customers.”
Here’s what Fast Company recently had to say about getsatisfaction.com in an article entitled, Does a New Website Hold the Secret to Great Customer Service?:
Can online networking deliver us from the evil of bad customer service? Thor Muller is betting that “people-powered customer service” will trump outsourcing and the impersonal call center.
Muller is CEO and co-founder of getsatisfaction.com, a user-driven customer service community. Launched in September, 2007, the site provides forums where customers discuss problems with products and services of 2,500 companies from Apple to Zappos — whether the company participates or not. So far, the site has drawn more than a million unique visitors.
The article goes on to discuss with Muller why customer service is the new marketing, why you should bring edge users into the core of your business, and how a company you might expect to get it (Facebook) and one you might not (Comcast) are taking very different approaches.
An article in the New York Times, On the Internet, Everyone Can Hear You Complain, noted…
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Posted on 26th August 2008
Under: CRM Best Practices, CRM Technology, Customer Service, Internet Cust. Svs. | No Comments »
