The standard CRM that many companies have used for decades operates through data and processes. It is not customer-focused but sales-driven.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
Enter social CRM – the evolution – which is both a strategy and a philosophy that businesses can follow. It is reinforced by robust technological platform, business policies, processes and rules as well as social features designed for customer engagement. Its focus is – collaboration with results that are mutually beneficial to the company and the customers.
Social CRM allows transparency of your business by allowing customers – existing and potential – to take a peek at how you do business. It is focused on customers, what they think, feel and want. It involves two-way communication, where companies must listen more than “talking.”
In an era where tech-savvy customers engulf the globe, people are no longer ignorant on products or services that they are interested in. Through research, these people can gain insight on what a product or service offers them. Social CRM offers a dynamic approach, where you remain as the expert but you’re allowing the customers take the reins especially when it comes to their buying decisions.
Implementing a good social CRM system will shape your future and can set up a conducive environment where both your company and the customers reap the benefits.
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