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Posts tagged ‘social CRM’

The customer experience in a multi-channel world

Friday, January 7th, 2011 by Danny Rippon

A recent claim by Gartner got me thinking. The analyst group states that Social CRM application spending will grow at a faster rate than traditional CRM. But as businesses become increasingly enamoured with Social CRM, how does this affect the need to deliver a true multi-channel experience? (more…)

CEO and social media: the external conundrum

Friday, October 8th, 2010 by Danny Rippon

Getting consumers to part with their hard-earned cash has never been more difficult. Not just because of the economy, but because consumers are better informed than ever before. Blogs, forums, videos and online social groups, are all fuelling an increasingly savvy consumer, who consult trusted friends and contributors who may post on forums or review sites before making a purchase. And they’re not scared to feedback their experiences into these very same communities. In fact, the Edelman Trust Barometer 2009 showed that almost half (41%) of those surveyed had recommended a company that they trusted online, while 72% often criticised brands to a friend or colleague. (more…)