Social Media-Integrated CRM System is Not an Experiment

Social CRM is viewed as an experiment – which is not the case especially when it can increase the sales potential and productivity of your company. However, social media-integrated CRM system, when structured to receive data from customers, can become a huge asset to an organization. Data gathered through social media platforms must be fed directly into the CRM – sales and support – so the corresponding team can analyze and act on it accordingly.

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

It makes sense to do marketing through social media. But, without planning to collect data from customers and directing it to the department that needs it in the organization, it runs the risks of creating an information storage from scratch that otherwise you could have done along with marketing.

Business owners must not treat CRM as an experiment. The best practices implemented by one company is dependent entirely on the unique attitude and behaviors that both the company and the customers have. Therefore, successful practices of one company don’t necessarily mean they would be successful in yours, too. There will always be the concept of “trial and error” because this is where learning takes place.

Nonetheless, many business entrepreneurs launch a series of experiments, trials, tests and pilot projects that may become too costly for the company to handle. Treating social CRM as entirely an experimentation is not good because somewhere along the way you will find one that works for your company and lead you to success. Endless experimentation will only lead to half-baked success and achievement.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree