Social media 'would work well' in customer retention

Organisations in the UK that are adopting customer relationship management (CRM) should seriously consider the use of social networking as part of their project, according to one expert.

Jason Falls, a blogger and social media consultant with socialmediaexplorer.com, said that firms adopting business management software usually do it because they know they will make money back from it, though others remain hesitant about social networking.

He continued: "In general, you'll spend way less money on social media executions than you would on print or television advertising, direct mail and so on, but social media rarely results in immediate returns on that investment."

Mr Falls said that people really ought to remember that social media, when done well, is all about building relationships with online consumers and thus has a place in any business willing to embrace it.

It follows Econsultancy's Social Media and Online PR Report, which discovered that while 64 per cent of companies say they have experimented with social media, most add that they have not done much with it.

Small Business Management Software from Atlantic Global OnDemand.

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