Thursday, May 8, 2008

Increasing number of Sales Channels

An important argument for a company to implement CRM 2.0 is the massively increasing number of interaction channels with its customers.


Times are gone where we (as customers) were fine with mail, phone and maybe email as contact options. While the website (self-support, online-ordering, faq, etc.) has already been recognized as an important channel, the Web 2.0 adds many more.
The next generation of customers is more likely to use social networks (Facebook, Wer-Kennt-Wen, MySpace) and blogs (or micro-blogs) as their reference and influencer towards a purchase decision. And there is much more than viral marketing to this - it requires a holistic strategy to be successful in this space.

If a company is not preceived as authentic, the effect of a marketing effort might be counterproductive!

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