Overcoming Skepticism to Exploit Social CRM by ProQuest


Social CRM is the next logical step because it engages customers in the following ways: captures indirect feedback; shares innovative ideas; enables customers to help each other; generates brand awareness and visibility; and increases Web traffic and advertising income. Social CRM provides insight into why more than 80% of Internet consumers now search online for company/product information, trusting peer-generated content more than company or professional insight. Consider this simple four-step approach to exploit social CRM: 1. Take the time and spend the money to listen to customers. 2. Develop a simple social community. 3. Integrate customer social CRM insights directly into the CRM system. 4. Leverage the great new social CRM processes and tools in sales, marketing, customer service, e-business, and analytics.

More Info
To top