Web 2 0_meets_crm_2_0
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CRM 2.0 describes an iterative exchange between businesses and customers where customers are at the center. It involves incorporating Web 2.0 technologies like social media into sales, marketing, and customer relationship management processes. This allows companies to better understand customer wants and provide customized experiences. Adopting CRM 2.0 helps improve marketing team efficiency and customer satisfaction by allowing businesses to market to customers through their preferred channels.
Web 2 0_meets_crm_2_0
- 1. Web 2.0 Meets CRM 2.0 Create a collaborative customer experience that makes shoppers feel like they are an essential part of the relationship.
- 2. CRM 2.0 | Customer Experience By creating a customer-centric ecosystem where tlie customers reside at the center of multiple business ecosystems, husinesses can sell to the customer in the manner in wliich they want to be marketed. "Web 2.0'" applications like blogs, wikis, video, RSS, widgets, and podcasting into the sales, marketing and the entire customer relationship management process. Some simply call this smart eCommerce business, while others have applied the CRM 2.0 label to it. In order to make this transition to a customer-centric marketing ecosystem, in order to be more aware of their customer's wants and preferences, corporations require centralized customer profile systems that can retrieve information from multiple data points, update the info in real time as well as leverage customer interaction and Web 2.0 applications. These new CRM systems must power customized, meaningful, and automated communications that benefit the customer on a superior and personal level.
- 3. CRM 2.0 | Definition CRM 2.0 describes an interative exchange that businesses and customers can "connect into'" that matches or attempts to match customer needs, requirements and expectations with those businesses who can best fulfill them. The organizing principles of CRM 2.0 to create high vaJue relationships een the enterprise and its custorhers, partners, and employees. Flighvalue relationships are those that drive continuous business process improvement as customers take ownership of the brand. Throughout the globe, smart companies are now adopting this new CRM 2.0 paradigm. They have recognized the importance of making the sales and marketing process a two-way, interactive Dialog by using User groups, social networks, message boards, blogs, video sharing. They are engaging the customer via personal pages, RSS, social filters, and are making it on demand through mobile web, mobile applications, SMS, podcasting, streaming video, etc.
- 4. CRM 2.0 | Practice Marketing team efficiency and customer satisfaction. Marketing to customers in the way tbey best want to be marketed is a winwin for all. The barrier-free flow of information allows the community' to identify the respective needs immediately and deliver tbe right solutions in an agile fashion. Although subscribers are—and forever will be—the most important part of any social network, new innovations in the industry are demanding more from tbe social network business model. yFly is using CRM 2.0 to shift their measure of success from one that is solely based on the number of connections to gathering qualitative data on what their members really want out of a social network.
- 5. CRM 2.0 | Casus Lego NIKE id M&M's IKEA
- 6. Conclusion Businesses of al sizes and types are recognizing the value of this new marketing and customer interaction paradigm. By understanding how to craft the collaborative customer experience and how to engage the customer, next generarion businesses will be able to increase profits while improving their marketing team efficiency and customer satisfaction. Marketing to customers in tbe way tbey best want to be marketed is a winwin for all. Summarized by Menno van der Eijk MSc, Business Consultant, Ordina Consulting