By Ric Pratte (@RicPratte) | Nov 12, 2010
Published on CMS Wire
Businesses are using the openness of the real-time web to engage and interact with consumers to enable a new level of personalization. These businesses have already realized that consumers are in the driver’s seat of the brand relationship, and cultivating that relationship by serving the social consumer’s needs will go much further than simple messaging and brand impressions.
Social media has created a new type of communications channel where people openly discuss and share their activities, moods, likes, whereabouts and interests. Where this once was shared in face-to-face encounters amongst friends, social networks now enable the open sharing — and re-sharing — of information, opinions and consumer-generated brand messaging. How can businesses harness this information and create a powerful knowledgebase and improve community relationships? Through a Social CRM (SCRM) system.
