Like most businesses on the cutting edge of customer trends, you probably understand the importance of social CRM and are implementing a campaign. Before you begin connecting with customers over social media websites, ask yourself the following questions and consider consulting with a customer support analyst about your social CRM goals.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
About Your Goals…
- What added value are we going to provide customers through social CRM?
- What metrics will we use to analyze successes and weak areas?
- Are there separate goals for the company as a whole and specific departments?
- What can we learn from past successes and failures?
- How long term is the social CRM campaign?
About Your Culture…
- Are employees and senior level executives adhering to the same set of principles?
- How can we reward employees and successful social CRM initiatives?
- What is the culture of our company and how does that impact our presence on social media websites?
- What are we not willing to discuss publicly?
- How are we going to respond to customer complaints over social media?
About Your Technology…
- What tools are required to reach our social CRM goals?
- How can we combine social media tools with existing technology such as customer relationship management systems?
- What area of social media are we going to focus on for the social CRM campaign?
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