200 word response to the bottom, give constructive questioning and citation:
Content marketing is important for CRM because “customer Relationship Management (CRM) is a process that companies use in order to improve business relationships with customers.” (Paliouras & Siakas, 2017) The goal of CRM at the end of the day is to increase customer loyalty as well as profitability. “The content you share with customers and potential customers makes an enormous difference in the way prospects see your business and the degree of confidence and trust they have in you, both before and after the sale.” (Bucholtz, 2014) Content marketing generates leads, as well as develops experts in the field. As your content becomes more in-depth, you are building relationships with the readers. This method lets you become a trusted partner and source for advice even if the customer didn’t purchase anything from you yet.
Long-term content planning is necessary to align content coals with CRM goals because you need to have a set of goals and a plan as to what you want to accomplish for the time period and focus on. A theme would be good here as well as focusing on subjects that are related to each other. Say If you are creating direct email content you may want to consider creating a series of templates for the emails. This will save time and make the process more efficient and less time-consuming for your team.
A successful business must imply its CRM techniques and gear them towards e-CRM. The difference between traditional CRM and e-CRM is that e-CRM offers real-time two-way service from any time and anywhere. “Social Media Technologies are used to provide real-time communications between customers and businesses. This new approach of CRM uses social media to interact with customers.” (Bucholtz, 2014) “The concept of customer relationship orientation focuses on the implementation of a strategy for better understanding customer needs, through the development of close personal relationships, interactions and social exchanges” (Chen and Ching, 2007). Social CRM gives you real-time up to date information from your customers and users instead of waiting for survey’s to return you have the information right at your fingertips.
References
Paliouras, K., & Siakas, K. V. (2017). Social Customer Relationship Management: A Case Study. International Journal of Entrepreneurial Knowledge, 5(1), 20–34. https://doi.org/10.1515/ijek-2017-0002
Bucholtz, C. (2014, January 28). Content Marketing and CRM: How Shared Content Can Shape Customer Relationships. CMSWire.com. https://www.cmswire.com/cms/customer-experience/content-marketing-and-crm-how-shared-content-can-shape-customer-relationships-023931.php#:~:text=Your%20customers%20can%20benefit%20from,re%20working%20for%20their%20success.
Chen, J., Ching, R.K.H. (2007). The effects of Information and Communication Technology on Customer Relationship Management and customer lock-in, International Journal of Electronic Business, 5(5), pp. 478-498.
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