Social CRM up Close and Personal

by | Aug 13, 2013 | CRM

Social CRM and PR has become very important partners in keeping businesses running. In fact, the PR aspect of a company controls the budget and authority of social strategy for all departments in your company. In many businesses, PR departments typically manage handle the social existence of your products and deal with the dynamic relationship between the company and customers.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

There are two critical aspects for social CRM that you must understand namely –

  • Experience
  • Advocacy

Both of these components revolve around the customers. In traditional CRM, customers aren’t really direct part of the system because in it there is no “building” of relationships and no collaboration happens.

 

On the other hand, social CRM completely twisted this concept and put the customers at its heart. In this strategy, the company operates by putting customers at the top of its priorities thus ensuring positive customer experience. Rather than pushing marketing messages to customers, companies now “collaborate” and “speak” with their customers to reach mutual agreements on business problems.

In social CRM, the customers are empowered to mold their experiences with the company hence increasing the chance of building lasting relationships, which hopefully end up in customer loyalty.

It is critical for companies to understand this basic function of social CRM without forgetting that it is not the “replacement” but the evolution of the traditional CRM.

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