Corporate blogs as e-CRM tools - Building consumer engagement through content management

Abstract

Corporate Blogs are fast emerging as new organizational tools for marketing, building brand relationships and Customer Relationship Management. This study has been conducted to analyse the ability of an organization to use its Corporate Blog as an e-CRM tool. We attempt to study the impact of brand communication (content type and volume), hosted on an organizational blog, on its ability to induce consumer engagement. Organizations can build relationships with their prospective and current consumers through posts on a Corporate Blog, and encourage them to participate by commenting on the blog, thereby stimulating consumer engagement. The variation in the organizational objective behind hosting each post on the blog is used to categorize the content posted on the blog. An exploratory study enables us to deduce the importance of content typologies in building a relationship with the customer. We are able to identify three types of content typologies - Organizational, Promotional and Relational. We further observe that Relational content hosted by an organization is able to induce greater volumes of consumer engagement (measured in terms of number of consumer comments) than any other content typology. The analysis of dependency of consumer engagement on the volume of content posted by the organization indicates a positive correlation between number of posts and volume of comments. © 2010 Macmillan Publishers Ltd.