How Small Businesses Can Use Social Media for Customer Service

Cus tomer rela tion ship man age ment isn't just the domain of big brands, and these days, more and more com pa nies are offer ing free online tools to make it eas i er for SMBs to keep track of and reach out to their cus tomers.

For some SMBs — whether they're brick-and-mortar shops or online busi­ness es — being able to mon i tor cus tomer feed back, respond to com plaints and help answer ques tions across a wide vari ety of web sites is incred i bly valu able, and it estab lish es a rap port with cus tomers, who are like ly to spread the word and praise the SMB for its out reach.

To get a bet ter under stand ing of what the CRM tasks are and the best tools to accom plish them, Mash able spoke with Mar sha Col lier, who wrote the book on online cus tomer ser vice.

How Small Businesses Can Use Social Media for Customer Service
http://mashable.com/2011/04/17/social-media-customer-service/

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