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Discussion on: How companies are integrating social media into their CRM

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ShantaMilan

There are approximately around 7.6 billion people in the world (Worldometers, 2018) and around 2.6 billion of them use social media (Statista, 2018). This number is expected to grow even more in the coming years. It is therefore not uncommon for communication and marketing to be done both for awareness campaign and business motive. Let us look into some of the examples of the use for communication and marketing.

Used for Communication

Social media such as Facebook and Twitter are used extensively these days for marketing and communication. For example Kings College uses a group page in Facebook as a platform to communicate with all the students and faculty alike. Daily class routine, announcements, important information etc. are shared though this platform. It does not cost the college anything, all the students are familiar with the setting, application and these information can be passed on in real time to students anywhere at the press of a button.

Used for Marketing

Marketing mantra is go where the people are and what better place than the social sites. "Marketing with Facebook has been hot for quite a long time but recently more and more companies have been using Twitter and other social media for marketing. Social media marketing, or SMM, is a form of internet marketing that implements various social media networks in order to achieve marketing communication and branding goals. (Husain, Ghufran, & Chaubey,)”

Lets look at YouTube as an example. New bikes launched in Nepal and India will have users review in YouTube as a form of customer to customer marketing. A lot of people look at review of mobile phones before they purchase new phones in the segment.

Facebook is flooded with marketing of products. They pop up at the side of the page and even been used in YouTube videos where advertisement comes up before a video an you can only skip it after a few seconds.

Interaction with customers

Looking at the McDonald’s Facebook page, I saw that 14 of my friends have liked the page which was shown on the right side of the page. Scrolling down further, there was a picture of a young girl who had received scholarship from McDonald’s mentioning her name and best wishes message. This shares a positive image with the customers as it informs them about its active participation in their corporate social responsibility.

There was information of McDonald’s in Vietnam where they had an article on how time could be saved by customizing their orders. This is a form of interaction inviting the customers to come and try it out. McDonald’s France shows a Rubik’s Cube being solved. It also shows happy customers and children who have received a Rubik’s cube in their happy meal order and trying to solve it.

These are ways companies use social media for both communication, marketing and interaction with customers.

Reference

Husain, S., Ghufran, A., & Chaubey, D. (n.d.). Relevance of Social Media in Marketing and Advertising. A Monthly Peer Reviewed International Journal of Management & IT; Bhubaneswar .

Statista. (2018, July ). Number of social media users worldwide from 2010 to 2021 (in billions) . Retrieved from The Statistics Portal: statista.com/statistics/278414/num...

Worldometers. (2018, July 20). World Population Clock. Retrieved from Worldometers: https://www.google.com.np/search?safe=active&ei=XotRW9b0FszfvgTvgJTICg&q=world+population+&oq=world+population+&gs_l=psy-ab.3..0i71k1l8.2264.2264.0.2496.1.1.0.0.0.0.0.0..0.0…0…1.1.64.psy-ab…1.0.0…0.n6GIKmvob2I