Every business needs to focus on maintaining a healthy balance of attracting new customers and pleasing existing ones. Customer Relationship Management (CRM) is the key to growth and overall success. Yet, so many small- and micro-businesses are doing it wrong.
This infographic from Visualistan points out the six main components of CRM, and how traditional and modern (social) approaches vary.
See my notes below for things to consider.
I don’t agree that businesses need to shift from traditional methods to managing CRM primarily via social networks and tools. Rather, companies should use a mix of the two in order to serve existing and potential customers who prefer old-school methods, or haven’t yet embraced the latest trends and technology. Case in point: One of my clients still delivers printed catalogs because nearly half their customers prefer to flip through pages rather than surf online; many of them don’t even use a computer other than for sending or receiving the occasional email.
That’s not to say all companies need to exhaust funds designing catalogs for print. This is all dependent on your target audience and what drives customers to buy. It’s necessary to recognize that social CRM is vital to any business, but traditional methods are still preferred by a decent amount of consumers, even if they use those methods sparingly.