The Way To A Great Customer Relationship Strategy: Jeremiah Owyang

By on February 27, 2013

Jeremiah Owyang is the king of customer relationships and strategy. From learning what your customers want, to performing basic CRM tactics on a daily basis – Jeremiah has a lot of great information to share. That’s why today I’m zooming in on what Jeremiah has to say about customer relationship strategy.

Who is Jeremiah Owyang?

Jeremiah is an industry analyst on customer strategy and a partner at the very successful Altimeter Group. He has a blog called ‘Web Strategy’ that he is most famous for now, where he discusses some seriously in-depth topics concerning customers and your business.

Most small businesses don’t even have a customer relationship strategy, or if they do it is poorly defined. By using some of these great tips that Jeremiah Owyang speaks about on his blog, you can implement better tactics in your own company.

The A-Z of Customer Relationships

• Customer relationships are becoming more and more important, as it’s people that now dictate what your business reputation is online, by contributing real-time feedback to social websites.

• According to Jeremiah Owyang, a business must be willing to invest in collecting social marketing insights in order to formulate appropriate responses for their customers. This is the real-time internet after all.

• Once these insights have been collected, social campaign tracking needs to become a priority for brands, as does social event management. Tracking, monitoring and analysing past results is the only way to guarantee happy customers in future.

• Jeremiah Owyang also believes that social sales insights must be collected, so that rapid social sales responses can be created. This in turn will lead to proactive social lead generation, and your business won’t have to wait to expand.

• A big part of customer relationships is about service and support. That’s why these insights also need to be collected and analyzed. Do this properly and you’ll create armies of peer-to-peer advocates.

• Crowdsource innovation and innovative strategies to keep your customer strategies moving forward. Devise ways to make it easier for customers to leave you their priceless feedback.

• Figure out the insights you use during collaboration. Jeremiah Owyang insists that studying collaboration will lead to great customer management. Kristi Hines collaborates with other bloggers and Seth Godin with other authors – it’s a great way to lighten the load and keep things interesting.

• All of these insights – marketing, sales, service and support, innovation and collaboration are for one reason – to improve the customer experience. Give them a VIP experience and they will never buy from anyone else.

Jeremiah Owyang knows his way around analytics and it’s time you figured it out too. When you consciously track and analyze how your business interacts with customers, you can improve it over time. This is how you keep up with large businesses online.

Large companies will hire dozens of social managers to collect feedback from various sources online. You can do the same thing with dedication, a good social management and analytics program, and a lot of hard work!

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Do you think businesses can benefit from this level of insight analytics, or is it overkill?

About John Souza

John Souza is founder and chief strategist of SMMU and Social Media Impact, and is a bestselling business author. He won the 2011 Tech Marketing Awards ‘Social Media Marketer of the Year’ and most recently the About.com Reader’s Choice Award for Best Online Education Site. John has appeared on The Michael Gerber Show, and his business has been honored at the Mashable Awards, Forbes Business Awards and The Stevie Awards.
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