While technology is an integral part of social CRM in yielding good customer experience, focusing too much on it can make your efforts go downhill – and fast. The traditional CRM strategy has good software technology that can make businesses rise to enterprise levels and though it has centralized focus on people technology is still the meandering part.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
Social CRM provides a way out but is very confusing for entrepreneurs who do not know what it takes to implement a good strategy. It demands highly sophisticated technology so you might be tempted to lose focus on your customers as you delve deeper into the world of software and applications. In reality, achieving success in your social CRM strategy is more about the character and behavior of the people involved because we’re dealing with “social media.”
Serious social CRM efforts involve:
- Monitoring
- Community management
- Influence analysis
But above all, the “human” aspect of CRM must not be lost. Sure, technology can make or break your efforts but the overall success lies on how well you and your people have implemented the strategy. Social CRM is all about “engagement” with the end goal of enhancing customer experience. Therefore, your team’s attitude about this strategy will play a very big and important role.
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