A lot of business owners think they already know what social CRM is all about but more often they don’t. There has been a lot of debate as to what the newly transformed CRM must be called – some would concede to adding “social” while others still consider CRM 2.0. While CRM 2.0 is a great placeholder, it doesn’t reflect that the customers are the ones holding the reins.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
How should social CRM be viewed?
- It is viewed as the customer’s home base. They are the ones holding the reins but not necessarily in control of the business. You’re still running your business as usual but you are putting the customers at the center of all your functions. While they can control your business’ destiny, they do not run your business at all.
- It is not a replacement but just an extension. If we add “social” into “CRM,” it pretty much talk about the additional features, characteristics and functions of CRM but the entire thing is still about the fact that businesses need customers.
If you have different views about social CRM but still in-line with this revolutionary method of communication, stick with how you run your business but embrace the current trend.
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