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Customer conversations: Approach with care
One best practice forward-looking companies have adopted is being proactive with online conversations that criticize, question - or hopefully compliment - a company's products or services.
Not enough companies do this, of course, and of those that do, most do it more out of curiosity than anything else, Kingsley Jegan Joseph, senior product manager of Successforce.com, told CRM Buyer.
Of that small percentage of companies that actively monitor the blogosphere for mention of their products and services, real value-add can be had by contributing to the conversation, Joseph noted, "[E]specially when it comes to the introduction of new product lines. We have found that there are often a lot of questions people are asking."
