In traditional CRM strategies, companies rely on the information they can gather from customers – which deviates from what it stands “customer relationship management.” How can relationships be built on information alone? Social CRM allows you to shift from information-focused to customer-focused strategy.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
Relationships that are built and nurtured using social CRM becomes reciprocal. There are two major roles to play – company and customer but the relationship is based on sharing. Gone are the days when the customers are the receiving end of information. Customers will share information with you if you’ll share what you know to them. When you’re too focused on gathering and acquiring information, it is hard to build trust and whatever trust the customers gave you will be compromised.
Traditional CRM turns people into data while relationships have been converted into rules and policies. The customer relationship management specifically the traditional one is nothing but technological approach – and this system does not know how to empathize. But, social CRM does because the entire system is dynamic and customers responsive – like a living person is supposed to be.
Nothing has been degraded in social CRM. Relationships are relationships and trust is trust – nothing less. Technology plays a minor part while your technical team along with customers can make or break the entire system.
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