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Friday, 8th April 2011, 15:08:59
Social CRM is being affected by social media, according to expert
Customer relationship management (CRM) at a number of companies, along with their products and services, is being affected by social media, according to a marketing expert.
Justin Cooke, chair of the British Interactive Media Association (BIMA), which represents the diverse interest of the British digital industry, said that social networking websites are leading to revaluations of customer relations and services provided.
He added that the increasing use of smartphones and other mobile devices is leading to questions of now only what customers are saying, but where and when they're saying it.
Earlier this week, Twitter unveiled plans to change to Facebook-style pages in an attempt to generate more advertising income and other revenue streams.
This could include branded pages that give tailored messages, according to Marketing Magazine.
Mr Cooke added that companies are looking to social media's influence when looking at ways to market their services.
"Social media is not just influencing the way that brands communicate with their customers, but it is impacting what products and services they produce," he said.
"We are surrounded by powerful evidence of brands successfully co-creating and collaborating with their customers."
Posted by Kevin Jenson
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