The document discusses the evolving role of public relations (PR) in a world where social customer relationship management (SCRM) is increasingly important. It notes that while traditional PR methods are still relevant, PR must now focus on building communities and advocacy. The new role of PR involves collaborating closely with other departments to engage customers through social media and ensure alignment across the company. Building trust and providing value to the social customer is key to success with a SCRM strategy.
8. Source: Communications and Public Relations General Accepted Practices 2010 Senior Management Views of Common Organizational Functions’ Contributions to Success, Year-Over-Year Ranking, Corporate Respondents PR Still VERY Important!
10. 93% of Social Media Users Expect a Brand to Have a Social Media Presence Online
11. The PR Evolution One way communication Two way communication and Community Management
12. Part marketing Part content creation Part Public Relations Part customer service Part relationships Part community management Part finding “influencers”
15. The Customer is Changing. Is Your Company? The traditional customer is the one we all were as recently as a decade ago. We bought products and services and based our decisions on utility and price. We communicated with the companies we were dealing with by letter, phone call, and occasional e-mail, if they had the facility to do that. But that customer changed because of a social change in the early part of the millennium. The customer seized control of the business ecosystem and it was never the same .“ ~ Paul Greenberg, Author of CRM at the Speed of Light
21. Will Companies Succeed? “ By 2010 more than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value . Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be the biggest cause of failure .” ~ Gartner Group