Technology for Building Customer Relationships

Almost every businessperson I know agrees that talking to every customer every day would be ideal customer service. Some remember when they could actually do this. Customer relationships are good when we communicate.
Most businesses have too many customers to communicate personally with each one on a daily basis. That’s where technology can help. Over the years, our clients have used three different kinds of technology to get close to their customers:

  • e-commerce and web technology
  • Customer Relationship Management (CRM)
  • email

In this age of social media, we should probably add:

  • facebook
  • Twitter
  • LinkedIn
  • YouTube
  • …and more

I’m specifically leaving out the lower tech ways like mail, telephone, and personal visit.
The point of this post is the following question: Are you strategic in deciding which customers and prospects to contact? Do you have planned contacts with them? Can you use technology to do this better and more frequently?