Companies shifting to social CRM is not just about adopting innovative operational technologies or models. If you look at its implementation in a particular business, it is actually a strategic but direct cultural transformation with regards to improving customer experience and relationships. Social CRM is relatively in its early stages but companies need to focus on what people value in social media networks and why they value them. Doing so would mean that you will receive the full benefit of social CRM.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
Customers voice out their experiences – whether positive or negative – on the social media platforms they frequent. Companies must be able to keep up with the current industry developments. One of the major developments is the integration of social media to CRM (Customer Relationship Management) – which is known as social CRM.
Social CRM at a Glance
Starting a corporate Twitter account or Facebook page is not enough. You should know how to behave in these social media channels especially around existing and even potential customers. The implementation of social CRM in your company as well as adopting to it is equally important.
Many businesses failed to recognize that they can use social media networks for CRM. Instead, they utilize it solely for acquisition and prospecting new customers or leads.
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