The new face of customer relationship management is social CRM. Many companies are now integrating social media to their existing CRM strategies, which enables them to optimize their interactions and get to know their customers better. This way, company owners will know exactly what the customers want and expect from them. Social media network exploded in the World Wide Web and businesses face the challenge of knowing where majority of their customers are currently at.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Today, the trend has been increasingly virtual – shops, service firms and various companies are going online primarily because customers are using the Internet most of the time. Social CRM is the kind of environment where the customers are located at the heart of the system. This means to say that the customers are largely in control even though you’re the one running your business. Furthermore, the conversation is two-way unlike previous CRM where the interaction is mostly one way.
However, customers today are smarter than most businesses think. If social CRM is just to build relationship then this is where they will terribly fail. Social CRM builds more than just relationship because customers seek out their social pages to get a tangible feeling of their brand – and the value they can get. Therefore, businesses must stop confusing social CRM as a process of building intimacy with customers as their primary motivation for social engagement.
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