Hard rocking, Twittering and Facebooking make the CRM mix down

Posted by Martin Banks in Social CRM, Technology on Tue, 26/04/2011 - 01:34

Kim Matlock, Hard Rock Café’s senior director of digital marketing and CRM has a clear view about both her company’s customers and the way in which it relates to them.

It is a process that has to become part of the company’s DNA so far as she is concerned. And that means stretching the notion of CRM as far as it needs to go to meet every form of social communication is predominantly young, rock music-oriented customer base decides to use.

In practice, therefore, that means using Microsoft’s CRM 2011 to not just link with Facebook, Twitter and the rest, but to also drive direct interaction with its customers to foster ever-greater interest and loyalty to the Hard Rock brand.
 
MyCustomer.com caught up with her at the recent Microsoft Convergence 2011 conference to ask about the links between CRM and social media, how they can be exploited and what it takes in terms of effort.

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