Six serious misconceptions about social CRM
Brands are making progress - but are we heading in the wrong direction? Dr Graham Hill discusses.
Misconception 1: Businesses are dealing with a ‘new’ customer
Misconception 2: Marketing on social media equals marketing 2.0
Misconception 3: Social media has allowed brands to understand customers
Misconception 4: Customer interaction equals customer engagement
Misconception 5: Social CRM technology makes you more customer-centric
Misconception 6: Big brands are all rolling out large social CRM initiatives
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Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.