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ECT News Community   »   CRM Buyer Talkback   »   Re: CRM in a Customer-Empowered World

Re: CRM in a Customer-Empowered World
Posted by: Christopher J. Bucholtz 2012-09-28 21:50:17
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About five years ago, CRM analyst and author Paul Greenberg set out to develop a definition for social CRM, or CRM 2.0, as some called it at the time. It was this: "Social CRM is a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer's ownership of the conversation."

Re: CRM in a Customer-Empowered World
Posted by: rpelke 2012-10-05 09:57:34 In reply to: Christopher J. Bucholtz
As stated, customers control the conversation. However, it is the employee’s job to make sure the customer has a good experience. It is important to know who to transfer the customer’s call to, respond to the customer in a reasonable amount of time, and ask what you can do to help the customer. In addition, social CRM is becoming more and more relevant in today’s world. Customers might prefer to communicate through facebook or twitter. Therefore, it is crucial that your company has the right social media tools that will work well with your customers and employees.

Re: CRM in a Customer-Empowered World
Posted by: Danielyhkim88 2012-09-29 13:05:44 In reply to: Christopher J. Bucholtz
Thank you for your thoughts!
Social CRM integration is an extremely useful tool and if utilized correctly a businesses ROI could increase significantly.
Social media is crucial for brand marketing and the ease of access from all employees, will only increase communications and effectiveness.
Social media allows customers to interact and offer suggestions, as well as allowing the business to attend to the immediate needs of the consumer.
Without social CRM integration, it becomes difficult to access the different social media sites and productivity can decrease. These channels of communication were previously unavailable, but with the introduction of social media the possibilities have become endless.
As a member of the Greenrope family, I have seen the benefits and growth that CRM integration offers and if a business has not embraced this form of technology, they should do so immediately.

Re: CRM in a Customer-Empowered World
Posted by: bradhodson 2012-09-28 21:56:34 In reply to: Christopher J. Bucholtz
These are great questions on the eve of what is becoming a very uncontrollable situation. I do, however, think there are solutions out there that can solve these issues, if implemented correctly and used effectively and religiously.

There are many simple CRM software solutions that work great on their feet. Software like JobNimbus, which allows any user to add a new contact with notes on previous interactions, and assign that to another user who can take over make these kinds of situations easy.

Even so, getting larger companies on the bandwagon of smaller, lighter weight CRM systems is tougher as they require the tighter integration and broader feature set.
Jump to:
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It will prompt more people to take the vaccine to help end the virus.
It will lessen restrictions and provide more freedom for individuals.
It is a violation of privacy and civil liberties.
It will lead to stigma and discrimination.
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