Social CRM, Building Relationships and Generating Advocates

by | Sep 26, 2013 | CRM

When it comes to customer relationships, the evolved social CRM is a proactive approach. Social CRM acknowledges that the customers are the ones holding the reins specifically with buying decisions. Because of this, the company’s future is shaped by the decisions that customers are making.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

Today, customers don’t have the reservations to express their preferences and follow what they believed is right in their decision-making. Whenever they are unhappy or unsatisfied about a particular service or product, social CRM alerts you that will prompt for immediate response. This allows you to fix the problem which causes the abandoned sale and offer the customer a way to compensate for the inconvenience and for his participation.

When the customer relation is successfully managed, social CRM benefits both the customers and the company through collaboration using the available resources. This allows you to build relationships and generate advocates among your customers.

Using social media networks, which are free and always at your disposal, you can now grab the opportunity to stay in touch with customers through collaboration without the costly implementation. True, this form of customer relationship management is a lot more difficult to handle than the traditional one. But, because of the increasing interconnection between customers and a single negative experience may be shared to thousands, managing customer relations this way is imperative.

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