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MLB teams batting a thousand with social CRM strategy
This article is part of the Customer Experience Exchange issue of May 2012, Vol. 1, Issue 4
Take me out to the ballgame. And while you’re at it, I prefer bleacher seats for Wednesday night games, want an IPA to wash down a plate of lemon chicken, hope to win a retro T-shirt in the next team trivia giveaway and I might make a comment on Facebook about overpaid athletes after reading the star centerfielder's derisive tweet about playing day games. That’s a grand slam of expectations from a customer, but with a solid social CRM strategy in place, Major League Baseball (MLB) wants to hear from the peanut gallery. MLB teams want to understand, and try to meet, the expectations of their fans, because they otherwise risk losing them. Read about MLB's digital efforts MLB.com had its hands and folders full of video until cloud collaboration They know fans can’t put down their smartphones, tablets and laptops and that they expect an intense electronic relationship with their favorite baseball teams. Fans want personalized updates about seats, food, promotional contests, player transactions and the score of tonight’s game. Not ...
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Features in this issue
Companies building CRM strategies can learn from how Major League Baseball uses social media to connect with fans.
The popular content-sharing site could prove a boon to businesses looking to improve customer experience management, but some experts say it’s too soon to tell.
Companies are discovering the challenges of social media analytics, and many are not sure where to begin. But industry analysts say launching a listening strategy is a good way to start.