[CRM 2.0 Blog] Will Twitter become another channel for CRM?

[Wei Xia (???]

Twitter is no doubt very popular, some even think the future of Twiiter is social CRM, but many do not think so. Anyway, there is evident that many companies like JetBlue and Whole Foods is using Twitter to reach their customers. So far, their efforts are not linked to their CRM system yet. You still need to contact their 1800 number to rebook your flights. The question is: Will Twitter become another CRM channel like email and phone call? or it is something different?

If Twitter want to become a CRM channel like email and phone call, it needs to be as popular and mainstraim like email. Even it reach that stage, Twitter is still different, because there is limit of words for Twitter. Twitter is a public medium, while email and phone is private channel. You don't want to disclose your credit card number in Twitter.

Twitter is basically a public conversation tool. Twitter and other message channels are becoming another channel for CRM. However, we should not confuse it with other traditional channels. I believe it is a many-to-many public customer communication channel, as a marketing and sales leads tool, and limited customer service tool.

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Posted By Wei Xia (夏卫） to CRM 2.0 Blog at 6/12/2009 11:27:00 PM