Building the Relationship with a New Dialogue
Published June 30, 2010
(Page 3 of 3)
Although Social CRM is still relatively in its infancy, there is no doubt that companies clearly recognize the power of social media channels to engage consumers, strengthen relationships, and ultimately drive revenue. As a result, firms are increasingly looking for ways to become part of the dialogue and integrate Social CRM into their marketing strategies. To dig deeper into the topic, please read “Social CRM: What Is It and Why Should You Care?”
As we continue to react to the current financial and economic crisis and the momentous changes it has brought about in consumer behavior, it is important to remember that the relationship with each customer is a continuous cycle. As our customers evolve over time and pass through several life stages, the relationship cycle evolves, too. The need to respond and adapt in new and more authentic ways will continue to progress even further.
Developing a long-lasting relationship is not just about capturing customer preferences at a certain stage within a relationship. It’s about creating a dialogue with customers individually based on a deep understanding of their changing preferences during their lifetimes. We need to keep changing with them—however and whenever they do.
If we continue to adapt to the consumers’ wants, needs, reactions, and behavior, our businesses, products, and brands will continue to flourish and thrive far into the future.
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1 “Great Recession” Gets Recognition as Entry in AP Stylebook,
Courtney Schlisserman, Bloomberg.net, Feb. 23, 2010,
http://www.bloomberg.com/apps/news?pid=newsarchive&sid=ayojB2KWQG4k
2 “The New Consumer Behavior Paradigm: Permanent or Fleeting?”
PricewaterhouseCoopers LLP and Kantar Retail, March 2010.