Dell’s Customer Relationship Management on Facebook

Customer Relationship Management or CRM is  a new approach in managing customer relationships at the level of corporate and business so as to maximize communication, marketing through the management of a variety of different contacts with customers. This approach possible to retain customers and continuously add value to our customers, as well as gain a sustainable advantage.

CRM implementation will be optimal only if assisted by technology. Because, the technology will increase the depth of knowledge about customers, improve access for customers, create customer interactions more effective and integrated through all channels. Without the right technology, CRM solutions will not be optimal.

One of the leading companies in the world who use CRM is the Dell Company. Dell is a company engaged in the computer industry which is very familiar with the technology.
One of the Dell Company’s ways  to optimize its CRM is through interaction with consumers on the internet. Concrete example is the making of a fan page on social networking which is very popular today, Facebook. Dell company had nearly 377,922 people liked this page. This fan page was named "Dell".

With this page, Dell enables its customers to find out what new products, latest information, tips and tricks of Dell, and others that can be a source of information for its customers.
On this page, Dell also inform customers that if they are likely to receive information about special offers and the latest product Information by e-mail the customers can ask  to sign up for Dell emails at: http://dell.to/ewyQUb

Dell is also trying to close with its customers through making a polls, discussion forums, links bar, notes bar, YouTube bar, events bar, video bars, and photos bar, all of which can be accessed by customers.

In the "info" bar, Dell mentioned the other  websites which are can be visited to know deeply about Dell, websiets for their missions (on Facebook, Twitter, MySpace, YouTube, and Flickr), websites for their product, and certainly their fan page on Facebook.

In discussion forums, Dell and its customers could interact more specifically about a particular topic.

Links, Notes, YouTube, photos, videos, and events bars, used by dell to display certain information regarding Dell's activities, their products, Dell's CSR, and other things that can support their CRM optimal.

Dell was not playing games with its commitment to CRM, nearly every comment, posting on Wall, and discussion forums from customers are responded by Dell, even though the bad comments.

According to my assessment, this page is a fan page is complete page and the Dell Company is seriously optimize their CRM on Facebook fan pages than other companies I have ever visited.