Saturday, April 28, 2012

Twitter as CRM Extension

In this new digital age, modern technology plays a vital role in our society. We are in the hype of social media and social networking sites are being used as platforms for various purposes such as promoting causes, advocacies, businesses or advertisements. In this generation, popular networking sites such as Facebook, Twitter, Tumblr and Youtube are examples of sites widely used in our every day lives. Technology paved the way for e-commerce as a new culture and way of life. Many businesses have been successful in putting up their own website and using these social networking sites such as Twitter, because the internet is a like a vast universe where they can easily make connections with their customers. In this article, we will discuss how Twitter, a micro blogging social networking site, be an extension of your company's CRM efforts. 
Twitter Broadcast

Some of you may be wondering what is CRM?CRM stands for Customer Relationship Management. It is basically the management of company's interaction to their customers. It is one of the most vital aspects in different businesses. CRM can make or break your business. That one reason why it is important for your business to support the needs of your customers. So what does Twitter have to do with CRM? Twitter is a free social networking site. It can be used as a platform to advertise and promote company products and it can also be used to interact with people from all walks of life. Twitter is known to be the hype among many celebrities, teens and big companies as well, because aside from gaining popularity and many followers, you can also reply to every message- whether thru direct message or via reply. A lot of people also use Twitter to update everyone (their followers) about the latest events or happenings in their lives. With twitter on, you can do 5 things with your CRM:
  1. Broadcast updates, news letters, new promos to your customers
Companies such as Starbucks, Papa John’s, Pizza Hut, Louis Vuitton use Twitter to broadcast updates, promos contests and deals. Customers love promos , freebies and dicsounts. Twitter is a fast way to promote these deals.

2. Interact with your customers - Direct Messaging

 Companies such as Vogue, Youtube and other music label companies send a direct message to their followers on Twitter to promote a new video, song, advertisement or product.

 3. Promote Brand Mentions

Starbucks uses Twitter to promote brand mention. Everytime a customer sends a reply/tweet to Starbucks’ Twitter page: (@Starbucks), Twitter users can use the retweet button which spreads the message to other users.

 4. Twitter can be your inquiry platform

 Twitter can be used for inquiring about the products of a certain brand such as Starbucks. When people want to know something about Starbucks’ latest offers or discounts, they simply send a reply to Starbucks’ Twitter page: @Starbucks and they receive a reply from Starbucks, Pizza Hut, Papa John’s, Nissan. etc.
Social Media Image 5. Customer Service or Tech support

Companies like Starbucks uses customer service or tech support to assist and help their customers in their services. If they offer services such as free delivery or free packaging of stuff, customers can contact them through Twitter anytime and anywhere, making things easier and faster. Twitter as CRM ExtensionTwitter has an advantage to your CRM efforts. It cuts costs because it’s free and it is the hype nowadays. People love to follow the latest trends, that is why you can start putting up your own Twitter account to promote your own business and start becoming popular by having many followers. Twitter is a practical and great tool that can be used for many purposes. In the field of business, Twitter has been a wonderful instrument in helping various companies achieve success and promote CRM.


 Author bio: Jessica Francisco is a cheerful 25-year-old with an odd sense of fun. The least of her broad range of hobbies include swimming, hiking and listening to the music of Michael Jackson. Jessica is also one of the editors of Luke Roxas a renowned Business Tycoon from the Philippines. Luke Roxas on the Web.

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