ORM can have a huge impact on a brand’s
reputation and its bottom line. It is only through
listening to conversations being carried out
by its customers and potential customers that
an organisation can adequately respond and
manage its situation in the market. ORM speaks
to acquisition, engagement and participation.
An effective ORM tool can assist a company in
engaging with its customers where relevant
and providing better service by responding to
queries and complaints. The insights gained from
ORM should be considered when evaluating and
optimising strategic direction.