Big-Ticket E-Commerce Marketing StrategyBlueport.com

If you are an ecommerce marketing professional today, you're pretty lucky. Social media allows us to reach out to our customers -- and prospects -- in ways we never could before. We can join in on our customers’ playground (aka, social networks), and in many cases, they’re welcoming us with open arms. The ways in which we can interact with customers and market to them based on how they use and access social networking sites allows for a deeper level of ecommerce CRM than ever before.

Thanks to technology, we have so many ways to reach out to our customers: email, blogs, Facebook, Twitter, Groupon and more. And our customers have more ways to access the content we push out. They no longer need to be near a computer or mailbox to receive our latest messages. And based on their interactions with us and their networks, we know more about our customers and can market to them as such. There’s a lot more for ecommerce marketers to manage when it comes to customer relationship management.

The Most Exciting Aspect of Ecommerce CRM

As a marketing veteran, I think the most exciting innovations in ecommerce CRM form around being able to join in the conversation. We can easily tap into what customers are saying about our companies. We can thank for them the good and reach out to remedy the bad. Ecommerce CRM is more about relationships with give and take now than ever before.

ECRM Guide offers 10 tips for using social media to improve CRM. Here are a few of my favorites from the list:

• Use tools like TweetDeck to monitor what is being said about your company on Twitter.
• Respond to customers on Facebook, Twitter and your blog in a timely manner.
• Use social media to include your customers in product decisions, like finding out which sales offer they’d prefer.