1. What role does technology play in CRM?
Is CRM mostly about technology or mostly about relationships?
Much like with social media outlets, technology in CRM is a means for an organization to gather more data about a customer base and the market forces that drive their decisions. Thus, CRM is much more about customer relationships. Technology is just the means of better gathering data about a particular customer base, as opposed to another medium of data gathering (such as through books or newspapers).
2. What types of communication (e.g. e-mail, texting, Facebook, and so on) methods would you want to have with a company you do business with? Explain.
I would like an all of the above type of communication. I think a company should communicate to its customers through email, texting, Facebook, and other social media outlets. Although many people use social media, there are still many people who prefer their phone or email. With that being said, a company should be aware of its target market. If they are targeting teenagers, then social media might be the way to go. If they are targeting Baby Boomers and Senior Citizens, a phone might be more appropriate. In other words, it depends on the target market on what a company should use, because different generations are more accustomed to different forms of technology.
3. If you were the CEO of a Fortune 500 company, would you be comfortable using a social media sites like Facebook or LinkedIn as part of your CRM strategy?
Why or why not?
A CEO should be comfortable in using these sites if they plan on knowing what their customer base wants, especially if they are targeting a younger generation. For me personally, I would be comfortable using it, but there will always be the risk of posting something that could offend a customer. Again, it all depends on your business strategy and which customer base the company intends to target.
AC 2