What is social CRM? Many experts say that it is the new face of customer relationship management but in reality it is just the evolution. The evolved version of CRM or customer relationship management, which many will say is the key to business success. It is considering the fact that it lies at the very center of a business operation. Social CRM is the integration of social media networks into the existing CRM infrastructure of the business.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Social media such as Facebook and Twitter and other free social networking platforms where people gather around can be a great tool for business success. The fact that these platforms are where your customers and potential clients spend most of their time should give you the idea that you must keep up with what they want – faster paced customer support and timely delivery of their requirements.
Since you are going to be where the customers are, you must be willing to focus your effort and energy pleasing them through social CRM. Customers want time and attention – and mostly they want both. They don’t like being rushed especially when it comes to decision making. When they feel like you’re pushing them too fast and too far, they will walk out the door without looking back. However, when you let them take their sweet time, you get their loyalty – at times for life. Obtaining the balance between too fast and taking time is a challenge. This is why social CRM exists – to give you leverage.
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