|
(view web version)
 |
|
|
|
| |
In the last few editions, you have heard from CRMAdvocate readers who believe the results of the study that word-of-mouth opinion sharing (WOM) is declining. And they believe the reason is the economy (also read more PBJ, less WOM). And you have heard from others who don't agree (see the WOM shift).
Consider this input from a CRMAdvocate reader: "I can't see any reason to doubt the survey or its conclusions. If less people are buying then there's less product recommendations to discuss. More specifically, the majority of those doing "less well" are probably now unemployed and no longer have the work based social discourses that happen on a daily basis."
However, another reader pointed out that "With social media isn't WOM included in product reviews online? No longer will a neighbor tell another...don't bother read it on line (product comments). It didn't go away it just changed formats."
Adding to that perspective, another wrote "This decline is rather substantial but is there not an increase in customer reviews and survey participation? When a consumer completes a review online or survey, they have expressed their opinion - publically in most cases and I believe are therefore less compelled to rave or rant about it to their friends and aquaintences, as they already have a means for the insight. There is so much "peer to peer" product information available out there, WOM is less important. I think WOM is quickly becoming a prehistoric term. An evolution is imminent."
Do you agree? What's your take?
. . . . . Gary Lemke, Chief Customer Advocate
|
|
 | Recent Editions of CRMAdvocate
|
Lasting Impressions:
Progress is impossible without change, and those who cannot change their minds cannot change anything.
-
George Bernard Shaw
|
|
| |
|
|
|
|
 What's New in CRM
How Listening Too Intently Can Hurt Your Sales Effectiveness
Two of the most important things you can do to be successful in sales are to plan your sales calls and to listen carefully to your customer. But, as in so much in life, too much of a good thing may actually reduce your sales effectiveness. When you listen too intently for the answers you want, there’s a chance you may miss other critical information. Does this sound familiar? Have you ever been in a sales call and been so intent on listening for the words that match your call objectives that you miss other customer needs or concerns? Actually, that’s a bit of a trick question, because if you missed them, you probably wouldn’t know. . . .more >>
Socially Challenged
Telecommunications, travel, and the public sector are the three verticals with the biggest presence on sites like Facebook and Twitter, giving customer relationship management outsourcers a wealth of opportunities to capitalize on the demand for social media services, according to Ovum. But many companies are not sure how to take advantage. In a new report, the analyst firm reveals that 57 percent of telcos, 54 percent of travel companies, and 45 percent of governments use social media CRM, offering great promise for outsourcers. . . .more >>
SugarCRM Announces General Availability of Sugar 6
SugarCRM announced the general availability of the Spring Release of Sugar 6: CRM Made Simple. The company also introduced two new subscription offerings. Designed to meet the needs of its customer and partner network, the new subscription options will provide customers and partners worldwide with a broader range of flexible and open CRM solutions. . . .more >>
Allegiance Secures Funding for Voice of Customer Intelligence
Allegiance has closed a $12 Million round of series B funding, led by new investor El Dorado Ventures with participation from Rembrandt Venture Partners and current investor Allegis Capital. Allegiance helps companies analyze and apply Voice of Customer (VOC) data to make decisions that improve their business. The company has experienced fast growth and growing demand for its cloud-based VOC solution that turns real-time customer and employee feedback into highly actionable business intelligence. . . .more >>
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| |
|
|
OUR TAKE -
The WOM Evolution
