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Social networks can be a valuable source of unobstructed customer feedback for companies. However, companies should take any information gathered from such sources with a grain of salt. I question the validity of social networks whose participants cannot be easily identified. In some cases, such networks become forums to disparage companies. What value can a company attain if, for example, a social network is littered with comments from members of a competing entity?
andy, information definitely should not be taken simply "at face value," and that information that is proffered by an verifiable source should be weighted more heavily (nb. speaking of online identity, a timely article here).
if a social network is "littered with comments from members of a competing entity," the question (in my opinion) is less around the source and more about the content itself. if the comments are unflattering...BUT TRUE...they should be addressed the same way as any other comment. if they comments highlight shortcomings in an organization, they need to be addressed, regardless of source.
that said, if the comments are false AND a bit of sleuthing uncovers their true source, then it's a fine opportunity for exposing the interlopers as what they truly are.
Paul, since I joined some of the social networks like facebook and linkedin, I have seen an increased in traffic and conversations regarding my CRM blog in Spanish (www.crmenlatinoamerica.com) via the networks. For some reason, as far as I can perceive, people are using the social networks to communicate with me, rather than email or comments in my blog. If this is a trend,I wonder how other personal or corporate blogs are doing.
I also have seen another trend with social networkings. Customers are trying to start a conversation with companies via Facebook and MySpace. There is a group in Facebook requesting Victory Secret to open a store in Puerto Rico - its has more than 1k members. And in MySpace Mexico there are hundreds of conversations about how wonderful Palacios de Hierro is. Palacios is one of the biggest retail stores in Mexico.
The customers are using social networks to collaborate and communicate ... I think it is valuable to listen to these customers... Companies should at least be in this space and test the results ... this will be the only way to see if it is valuable to them or not....
Hi jesus hoyos, i like what the people are doing - communicating via social networking groups. I would say this is what interactions are about and having to include you in person or business engaged in the subject will definitely create valuable information.
In fact, on case to case basis, i think more information are made available from the social network groups compared to survey questions.
Social networking strategies provide the tools and methods to advance customer collaboration from the all too typical one-sided conversational flow to a balanced and joint dialogue capable of elevating the customer relationship from passive participant to active engagement. There is currently no greater value or more logical extension to CRM than social networking.
Seems like you understand something about social network.
Take a look at www.virtualcomputeronline.com. Is it something useful? They've provided me with admin which is admin/password.
They're also told me that this is a platform and can be modified as needed to cater to any type of social network topic.
why not use mycrmcareer for all of your PROFESSIONAL social networking needs? I have not reviewed the site functions and features that you reference, but through mycrmcareer, we offer a platform for you and others to post user generated content through blogs, articles, posting best practices, etc. Just go to your personal page and click on post new content. We are a PROFESSIONAL network to interact with.
Plus you can comment on other professionals content and meet others.
paul, i think social networks are critical in this regard. just got back from the consortium for service innovation summit in orlando (http://www.serviceinnovation.org) and this was the ENTIRE topic of conversation, starting from don tapscott's keynote through the last open space session on friday.
the ideas of social networking, and in particular the "identity" and "reputation" aspects of individuals in the network become part-and-parcel to customer collaboration going forward.
Agree with Chuck and Chris above; recycling bytes I created before:
Social Media gives you the tools to empower your customers and partners to:
> Participate in the creation and refinement of products & services
> Help each other
> Sell to each other
> Establish a connection with others and learn, grow, improve as a result!
Social networking.....and if I may add FOR PROFESSIONALS (and this site is going to set a standard for that) is all about sharing your ideas, expectations, and credentials of how you have made customers sucessful or things you have experienced in your professional life. We have made this available for CRM professionals and we hope that they build the content here so we all benefit.
BPT Partners / RWD Internet-based training series for Customer Relationship Management (CRM). Brought to market by worldwide CRM experts, BPT Partners, providing training, education, consulting and research in coordination with human performance improvement and eLearning specialists RWD Technologies.
Valuable, But Beware
Social networks can be a valuable source of unobstructed customer feedback for companies. However, companies should take any information gathered from such sources with a grain of salt. I question the validity of social networks whose participants cannot be easily identified. In some cases, such networks become forums to disparage companies. What value can a company attain if, for example, a social network is littered with comments from members of a competing entity?
a different opinion
andy, information definitely should not be taken simply "at face value," and that information that is proffered by an verifiable source should be weighted more heavily (nb. speaking of online identity, a timely article here).
if a social network is "littered with comments from members of a competing entity," the question (in my opinion) is less around the source and more about the content itself. if the comments are unflattering...BUT TRUE...they should be addressed the same way as any other comment. if they comments highlight shortcomings in an organization, they need to be addressed, regardless of source.
that said, if the comments are false AND a bit of sleuthing uncovers their true source, then it's a fine opportunity for exposing the interlopers as what they truly are.
So Valuable ...
Paul, since I joined some of the social networks like facebook and linkedin, I have seen an increased in traffic and conversations regarding my CRM blog in Spanish (www.crmenlatinoamerica.com) via the networks. For some reason, as far as I can perceive, people are using the social networks to communicate with me, rather than email or comments in my blog. If this is a trend,I wonder how other personal or corporate blogs are doing.
I also have seen another trend with social networkings. Customers are trying to start a conversation with companies via Facebook and MySpace. There is a group in Facebook requesting Victory Secret to open a store in Puerto Rico - its has more than 1k members. And in MySpace Mexico there are hundreds of conversations about how wonderful Palacios de Hierro is. Palacios is one of the biggest retail stores in Mexico.
The customers are using social networks to collaborate and communicate ... I think it is valuable to listen to these customers... Companies should at least be in this space and test the results ... this will be the only way to see if it is valuable to them or not....
getting engaged
Hi jesus hoyos, i like what the people are doing - communicating via social networking groups. I would say this is what interactions are about and having to include you in person or business engaged in the subject will definitely create valuable information.
In fact, on case to case basis, i think more information are made available from the social network groups compared to survey questions.
Companies should TEST.
Social networking raises the bar
Social networking strategies provide the tools and methods to advance customer collaboration from the all too typical one-sided conversational flow to a balanced and joint dialogue capable of elevating the customer relationship from passive participant to active engagement. There is currently no greater value or more logical extension to CRM than social networking.
Social Networking Website
Seems like you understand something about social network.
Take a look at www.virtualcomputeronline.com. Is it something useful? They've provided me with admin which is admin/password.
They're also told me that this is a platform and can be modified as needed to cater to any type of social network topic.
Boris
Boris - my humble suggestion is............
why not use mycrmcareer for all of your PROFESSIONAL social networking needs? I have not reviewed the site functions and features that you reference, but through mycrmcareer, we offer a platform for you and others to post user generated content through blogs, articles, posting best practices, etc. Just go to your personal page and click on post new content. We are a PROFESSIONAL network to interact with.
Plus you can comment on other professionals content and meet others.
Cheers!
Ted Hartley
social networks are critical
paul, i think social networks are critical in this regard. just got back from the consortium for service innovation summit in orlando (http://www.serviceinnovation.org) and this was the ENTIRE topic of conversation, starting from don tapscott's keynote through the last open space session on friday.
the ideas of social networking, and in particular the "identity" and "reputation" aspects of individuals in the network become part-and-parcel to customer collaboration going forward.
Agree with Chuck and Chris
Agree with Chuck and Chris above; recycling bytes I created before:
Social Media gives you the tools to empower your customers and partners to:
> Participate in the creation and refinement of products & services
> Help each other
> Sell to each other
> Establish a connection with others and learn, grow, improve as a result!
Filiberto Selvas
filibers@hotmail.com
http://selvascano.spaces.live.com
No doubt about it Filberto!
Social networking.....and if I may add FOR PROFESSIONALS (and this site is going to set a standard for that) is all about sharing your ideas, expectations, and credentials of how you have made customers sucessful or things you have experienced in your professional life. We have made this available for CRM professionals and we hope that they build the content here so we all benefit.
Cheers!
Ted Hartley