We have already entered an era where customers have most of the control when it comes to conversation – thanks to social media like Facebook and Twitter. If you are going to implement social CRM – the evolved version of CRM, you might as well do it right – from day one.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
The reality about social CRM today is that companies that try to implement it want to begin by acquiring the tools – Facebook, YouTube, LinkedIn, Twitter, Blogs and Forums. Suppose you deploy them so you can monitor and listen closely what your customers are saying. You’re expecting to gather information such as their wants and needs – then you decide whether you can use the data or not by carefully analyzing it all.
The problem with this scenario about your views on social CRM is that – you don’t have that kind of time. You are currently forced to embrace social media as part of your business system because everybody – from customers to competitors – are geared towards that path. In fact, your entire world may even be moving that way even as we speak. Perhaps, you want to start with one or two social channels and see how it goes but this will not get you anywhere close to becoming social that your customers are currently becoming.
Your goal about integrating social media to customer relationship management is to get value from the customer’s conversation. It is not just about engaging or listening to your customers but to get valuable insights.
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