How Social Media Drives Ford’s CRM Evolution

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Apr

2010

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Found in Campaign Management and Analytics,Social Media Marketing by Michael Fisher

Ford Motor Company is one of the very few global organizations that have garnered significant accomplishments in CRM by listening, engaging and refining products with their social consumers on a large scale. This has afforded them many new market opportunities including brand expansion beyond a mustang / truck company to a car, utility and truck company, penetration into a more diversified customer base and cutting edge products that are customized by the consumer’s social voice. How did this happen? Check out The Ford Story. This is a website that aggregates Ford’s social web participation along with what others are saying about Ford’s brands.

To learn more about how Ford leveraged social media for CRM success, watch this interview with Scott Monty, Head of Social Media at Ford.

About Michael Fisher

has written 5 post in this blog.

SVP of Sales for Alterian’s North American Operations, Michael has brought together industry visionaries to define and create a new service model focused on opening a two-way dialogue with customers through multichannel engagement. The result of these efforts, the advent of the Customer Engagement Agency, aims to provide marketers with a 360 degree view into consumer behavior by integrating data, and the necessary skills such as analytics, strategy, creative and technology thus allowing marketers to create individualized dialogs that break down the silo barriers that exist in today’s traditional service delivery organizations.

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