Customer relationship management (CRM) by using social media: Facebook

Customer relationship management (CRM) now is very widely-implemented by all companies around the world, this strategy used for managing the interactions between companies and it costumer, client and sales prospect. This strategy involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. And the overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.
There are many methods to connect and attract with the costumer, one of them is social media. Social media sites like Twitter, and Facebook are amplifying the voice of people in the marketplace and are having profound and far-reaching effects on the ways in which people buy. Now people can know all about company only from social media. When the want to make decision to buy, they don’t need to contacting the company. And also people use the social media to share with other about product of company and give recommendation for other, and the social media used by company to accept the complaint from the costumer, solve the problem from costumer about the product, and give the best product service for the costumer by using social media.
By using social media, the company can keep in touch with their costumer, as we know that almost all people now use social media intently. This can be a way to make intimacy better between company and the costumer. This is a step to get competitive advantages from the other competitors.
Some analysts take the view that business-to-business marketers should proceed cautiously when weaving social media into their business processes. These observers recommend careful market research to determine if and where the phenomenon can provide measurable benefits for client interactions, sales and support.
There are many examples that use the social media as a part to keep connect and attract with their costumers, one of them is ACER Indonesia. Acer use social media to promote their new product, gives any suggestions for the costumers, and promotes new news about event that can be followed by all user of Acer notebook. Not only that Acer also uses social media to answer the question from user and gives them problem solving.