Wednesday, December 26, 2012

Customer Relationship Management (CRM) with Blogging: How Is It Possible?

Customer Relationship Management (CRM) and Blogging: can we maintain CRM with the help of blogging? In this article, we will look for the answer to the aforesaid question. In doing so, we will have to answer three questions first. The questions are: 
  1. What is Customer Relationship Management or CRM?
  2. What is blogging? and
  3. How can we correlate these two terms?  
It is needless to say that customer satisfaction is the key to success a businessman seeks for. Attracting the new customers and retaining the current ones require better understanding their requirements, traits, behavior, consumption patterns, demographics, and so many factors. CRM does these jobs. It helps marketers better understand the unique needs of unique clients; develop strategies better than the competitors do; and thereby satisfy customers.

What is Customer Relationship Management or CRM?
Marketing scholars define CRM as the methods, techniques, and tools organizations use to manage the relationship with their customers. This is like a database where the marketers keep the related information about their clients. By maintaining proper CRM, they know how different customers fulfill their different needs; how different customers respond to different offers; what unique product attracts what type of customer and so on. In other words, CRM is the process of tailoring unique offer to unique customer. When a marketer maintains proper Customer Relationship Management, he can satisfy his customers in a better way than his competitors do. By this way, he can enjoy a competitive advantage in developing strategies to cope up with the future changes in the market. 

What is blogging?
What we know about blogging is it’s a web-based publication of content that encourages the participation from its viewers. Blog is the shorter version of weblog, which has all the traits of a website. Additionally, blog has a unique trait by which viewers can take part in the conversation by commenting on a post. The administrator of a blog publishes contents on regular intervals covering his products or services, special offers, discounts, maintenance and installation services, new product launches, and so many issues. That is; blogging is the platform for marketers to keep their customers updated. 

How can we correlate these two terms?
As I have stated earlier that blogging is one of the ways of keeping the clients updated, we easily can correlate these two terms, i.e. CRM and Blogging. Every time a blogger or marketer publishes a new post on his blog, customers, including the potential customers read it. They interact with the content by putting a comment. Furthermore, if they like the post, they share it on social networking sites like Facebook, Twitter, Pinterest, StumbleUpon and… The marketer can trace out the interaction pattern of the viewers especially from the comment section of his blog. It gives the viewers, customers, prospects or subscribers an immediate access to the blog administrator. Administrator responds to the queries of the visitors. This is the opportunity for the marketer to find out the different consumption patterns and behaviors of different customers. These interactions enable the marketer to have a unique plan that satisfies the customers in a better way than the competitors do; to customize unique offer to unique customer; to enjoy a competitive advantage. 

Finally, we can say that CRM is possible through blogging. All we know that this is the era of information technology. Make use of these advantages and develop a better strategy than your competitors.


  1. The combination of blogging and CRM is a new view to a customer management. But in my opinion, it works not with all kinds of companies.

  2. It is important to point out that when we discuss behavior we are ultimately addressing our business culture. The elements listed above are like ingredients in a stew. Most stews will have common ingredients, but every chef’s blend and recipe will be different. Use the list herein as a starting place. Give some thought to your organization’s own unique needs and cultural flavor to completely flesh out your plan for behavioral change.

  3. I thought this is impossible and it is amazing that CRM is compatible with blogging.