How Do You Effectively Manage Customers & Fans Online?
from the service-is-everything dept
Last week, we talked about the customer management challenge faced by successful crowdfunding projects. That's just one aspect of a broader issue that affects every online business and every creator trying to monetize their work: the more success you find, the harder it gets to manage and maintain that success. Connecting with fans and customers has always been the first half of our philosophy of success on the web, and it needs to be baked in to every business plan from day one.
As part of our sponsorship program with the CRM tool Insightly, we want to get feedback from our audience about the challenge of customer service and management online. We're looking for perspectives from both the business/creative side and the customer/fan side, plus stories of good and bad service experiences (everyone's got a few). Here are a few key questions to consider:
- What changes someone from a first-time customer into a long-term one?
- What's the best way to communicate with customers across the wide variety of channels that they use, from social media to email to good old fashioned phone calls?
- What are the most important features for a CRM tool, and what kinds of other tools do businesses and creators need to manage their customer bases? In the previous sponsored posts, we discussed the lack of CRM features in the backer management tools included with Kickstarter - on what other platforms are creators and businesses going underserved?
Submit your thoughts, stories and responses in the comments below!