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CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE EXPERT  


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CRM Software Ask The Expert

crm WHAT IS SOCIAL CRM?

Social CRM is an evolution of social media and Web 2.0 and a business concept where companies leverage social media tools and techniques to support their marketing, sales and customer service functions. For example, an enterprise may create and nurture an online social network or similar community in order to share ideas and acquire feedback or other user generated content. Information obtained from social channels empowers the enterprise to perform customer research, enhance products, correct mistakes and guide business strategy based on the communities collective input.

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crm DO SOCIAL CRM AND TRADITIONAL CRM COEXIST?

Social CRM and traditional CRM must co-exist in order to maximize CRM strategy and business objectives. Social networks, user forums and online communities, whether directly managed by the company or hosted externally, are actively debating and commenting on the company and its products and services. The social customer frequently shares opinions and ideas with others and this information should be harnessed in order to benefit the community and improve customer relationships. Current CRM software systems, particularly on-demand CRM software systems, provide integration and upload tools in order to synthesize customer data in social networks with customer data inside the CRM software system.

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crm EXPLAIN SOME OF THE BENEFITS OF SOCIAL CRM?

Social CRM and Enterprise 2.0 benefits are plentiful and based upon the type of program and community participation adopted. Below are a few common benefit examples.

  • Lead generation - Prospects and customers that participate in social communities can be targeted with highly focused content.
  • Brand building - Social media channels provide another avenue to promote company messaging and key criteria such as value propositions.
  • Customer support - Social networks and user generated content can be searched in order to proactively identify areas of response. Customers can exchange ideas and provide forums of self help.
  • Product evolution - Vetting ideas with customers and interested participants as well as and integrating community ideas for product enhancements or new products and services.
  • Customer retention - Customers engaged in social circles are more likely to become company advocates.


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CRM Software Expert

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Direct questions to expert[at]erp.asia
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Social CRM Explained

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Social CRM Coexistence
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Social CRM Benefits
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Lead Generation Tool
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Brand Building
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Voice of the customer
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tags Tags:
crm faq
social crm
, crm software, crm saas, sfa, enterprise 2.0, web 2.0, social networks, crm 2.0

 

 

 

 

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