Posts Tagged ‘pat law’

Don’t Look Any Further. Social Media = CRM (Customer Relationship Management)

May 12, 2008

I originally meant for this post to show some excerpts from Pat’s blog today, titled “The Holy Trinity Of Blogging“, until I realised she has it so spot on and so easily understood that there really is little else I could add by posting about it. (That said, do check out the link, relevant to individuals and companies alike.)

But as I sat down to start writing tonight, I realised there’s a bigger question here: Why, out of the many, many links sent to me and blog posts that I read a day, did I want to particularly highlight Pat’s? Someone who I have never talked to online or in person? Of course because it’s relevant and well-written, but there’s something else.

It started with a tweet:

This is the second direct message she sent me, the first was even more targeted, saying something like “for the social media junkie” followed by the URL.

Let’s go back to CRM, according to Wikipedia, it

helps companies understand, as well as anticipate, the needs of current and potential customers.

Isn’t that exactly what happened here? Unlike the mass tweets about a “new blog post” (which I don’t mind at all), this really makes me sit up and take notice, because I know it’s a careful, considered move to bring the level of interaction one step closer (from general tweets to a direct message). And the reason why that step would be taken is because she knows that that post would be particularly relevant to me.

“So what” you say? Well, what if you could do that for your customers? Companies are obsessed about CRM, about data, interactions, trends and the like. And here they are in front of you. What if you knew Person A particularly likes a biscuit flavour that you happen to be bringing in? A personal email with an invite to be the first to taste it? Or an ad in the newspaper in hopes the general population will pick up on it and drop by?

It’s a lot of work, no doubt about it. But hey, people pay money for CRM software and hotels notice how guests shift their furniture so that they can do it for them for future visits. Is this really too much? Especially in Singapore?