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Google Plus and Relationship Management

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Relationship Management

Social Media as CRM

Working in sales has introduced me to a whole new way of thinking about my network of relationships. In my current position, I have a CRM (customer relationship management) software system in which I keep detailed records of the thousands of prospects and clients I have been introduced to in my time with this company.

It’s a full CRM package that lets me track and focus on my customers. Most of the time, when I am reacquainted with one of these contacts, I’ll recognize the name but I won’t remember the details of the interaction. With my CRM, I am able to jog my memory and catch up with that other person.

If you aren’t in sales, this type of relationship tracking may still sound familiar. If you have a Facebook account, you are using a CRM. You may not think of your friends as “customers,” but you are monitoring them just as you would a customer, waiting for another opportunity for a mutually beneficial interaction.

For professionals, this is even more so the case with LinkedIn. On Twitter, you “follow” someone so as to have a continual reminder of their activities or content. Social media, in all forms, is a customer relationship management. It’s how you stay in touch with your network.

Enter Google Plus Circles

Much has been written about Google’s new social network and one of its most widely discussed applications is its “Circles.” Circles enables people to categorize contacts. It’s a quick reference to remember how a particular contact fits into your life. On several occasions, I have seen a name in my Google Plus feed and didn’t remember who they were until I saw that they were in my “Tweeps” circle. Then, I knew that I must have met them on Twitter.

“Circles” makes relationship management quicker and easier than any other network has up to this point.

Sure, Facebook and LinkedIn have “Groups,” but they function somewhat differently. They are like exclusive clubs within your network. Not everyone in your network is in a “group.” On Google Plus, however, everyone is in a Circle. That, I think, is the key differentiator. I have Facebook friends whose profiles I have to read just to remember who they are (especially when names change). With Google Plus, I can tell instantly who everyone is just by glancing at which circles I’ve put them into.

The Social Media wars will go on. Google Plus has just gone public and is pushing for growth. Facebook, the incumbent, is bringing out its arsenal to fight back. Other networks are trying to work their niches to keep themselves on the playing field. If there is one thing that will rocket a social networking site to the top, though, it’s going to be how well it functions as a CRM. As for now, it seems to me that Google Plus is well on its way to number one.

About

Doug Rice is an Internet marketing consultant and founder of Small Business Storyteller, where he helps small businesses attract and retain local customers through creative storytelling and online presence. As a sales and marketing enthusiast, Doug blogs regularly and actively particpates in social media. He enjoys coffee, wildlife, church, and conversation.

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{ 15 Responses }

  1. Kimsea says:
    Thanks for sharing! I use Google+ for a year ago. I have created social fan page but I did not organized it well. This tips is helpful to me, Doug
  2. bbrian017 says:
    Hi Doug, I went and actually started my blog engage Google + page. I wanted to stop by and say thanks for letting me know about it. So far I don't think many people joined it but I still have plans to blog about it and maybe even add the sidebar image.
    • Doug Rice says:
      Great news! Glad I could help! I'm very interested to see what will happen with Google's brand pages. Good luck!
      • bbrian017 says:
        One thing I would like to see is the ability to add an rss feed to the stream. Did you see Facebook removed that option from the groups? Personally I thought that was an awesome feature!
        • Doug Rice says:
          Agreed! That would make it a lot easier. It's hard to justify spending time on G+ when most of the other people on there at this time are SoMe junkies like us. It's largely just posting to the choir, but we'll see where it goes...
  3. Jeanie says:
    None of us knows what will be further, because each of these social networks is trying to do their best and to offer its visitors more benefits and advantages, providing new services and new opportunities. But I still think that Facebook, LinkedIn, Twitter as well as Google+ have their own audience and number of users who don't want to choose other social network . You are right that the Social Media War is going further..))
    • Doug Rice says:
      Thanks for the comment, Jeanie! Certainly, each social networking site has its own audience. I think Facebook's obviously got the mass appeal right now, though, and Google+ with its format seems to be going for just that. Most people I know that use Twitter I've actually met on Twitter. Most people I know that use LinkedIn aren't really active on it and simply have profiles as digital resumes. Different sites are used for different purposes but, for most people, they are going to choose one site that they really enage with others on. Thanks for stopping by!
  4. Tushar Agarwal says:
    i am still to make full use of Google Plus..just made a profile there and things are yet to be utilized.. thanks for the share
    • Doug Rice says:
      Thanks for the comment! Play around a bit and I'm sure you'll fall in love with the platform. It's easy to use and the interface is spot on.
  5. Sally Brown says:
    Hi, I have read a lot about Google Plus, but this is an angle I hadn't heard about. I like the way you explain this. You are right that just by putting people in a particular circle helps to identify them. Good article and good information. Sally
    • Doug Rice says:
      Thanks, Sally, for your kind remarks. I think the ease of managing relationships is the coolest part of Google+. It seems to be a great outpost for identifying people and seeing where they fit in your life. Thanks for the comment.
  6. Madhav Tripathi says:
    Google Plus is new and growing. Google is trying hard to make it a social network place. Some folks says it is not a social network but it is a service that will be connected to all other Google products and services. Google Plus circles are great way to manage relationships because they are invisible to others.
    • Doug Rice says:
      Thanks for the comment. I can see it as just another service in Google Accounts--they've got so much stuff already, why not G+? Facebook though, certainly does see it as a competitor. I have many people in my circles but only see few posting in my stream. I don't think it's completely caught on and may never will with the masses, but it's still a great tool for managing relationships. Thanks for stopping by!
  7. Ryan Biddulph says:
    Really powerful insight here Doug. Circles helps you ID folks quickly, and when it comes to building relationships this skill is invaluable. Thanks for sharing! RB
    • Doug Rice says:
      Hey Ryan, Thanks for the comment! I think "circles" is definitely the coolest part of G+. I'm enjoying your short inpsirational pieces. Look out Seth Godin! LOL! Take care, buddy!