Over the past several months I have been closely following the developments of a new blogging service or should I say microblogging service in order to see if it could be utilized as a mobile CRM system. This new microblogging service called Twitter, allows users to send "updates" (up to 140 characters long) to the Twitter web site, via the Twitter web site, mobile phone short message service (SMS), instant messaging, or a third-party application. Updates are instantly delivered to other users who have signed up to receive them and are received via the Twitter website, instant messaging, SMS, RSS, email or through an application.
Basically, Twitter and alike services (Pownce, Plurk and Jaiku) enable people to blog in between blogs in real time and enable friends or followers to get a better insight into their daily life, thoughts and opinions.
So, if friends and followers are able to get a better insight into their daily life, thoughts and opinions.....how can it be used as a mobile CRM system for customer centric companies?
Recently, customer centric companies have been monitoring social media such as blogs, social networking sites and now even microblogging in an effort to better understand and satisfy customers. Companies are adopting and adapting to social media and the web 2.0 in order to extend and further develop their CRM systems, through such services as Twitter. Twitter enables companies to further integrate mobile CRM via:
Basically, Twitter and alike services (Pownce, Plurk and Jaiku) enable people to blog in between blogs in real time and enable friends or followers to get a better insight into their daily life, thoughts and opinions.
So, if friends and followers are able to get a better insight into their daily life, thoughts and opinions.....how can it be used as a mobile CRM system for customer centric companies?
Recently, customer centric companies have been monitoring social media such as blogs, social networking sites and now even microblogging in an effort to better understand and satisfy customers. Companies are adopting and adapting to social media and the web 2.0 in order to extend and further develop their CRM systems, through such services as Twitter. Twitter enables companies to further integrate mobile CRM via:
- responding to any customer service issues in real time
- enabling an instant consumer feedback system
- providing higher clickthrough rates to relevant content
- interacting in relevant discussions and topics of thought leadership
- enabling a great networking, marketing and brand awareness tool
- enabling the ability to create push/pull content and advertising, and
- providing a open social network for affinity marketing
As one can see, Twitter certainly bridges the gap for mobile customer relationships and now with new microblogging services popping up in Japan, such as timelog and mogomogo, it is only a matter of time until Japanese companies start tapping into this mobile CRM free resource.
Australian Chris
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