Understanding the Specifics of Social CRM for Better Business

by | Feb 10, 2014 | CRM, Customer Support

As you probably know, CRM (Customer Relationship Management) is composed of three business facets – marketing, service/support and sales functions. All of these things have a purpose of moving customers from potential to existing ones.

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

The primary goal of each CRM system is to keep customers coming back to you for more business transactions. The traditional CRM is based on information and data collected from customers, which will go to analytics allowing the company to have better insight on a variety of customers.

PR or public relations in business is actually a very active aspect of social CRM. It has its own budget and has authority over social interactions better than other department. In social media presence, PR lets you handle customer interactions more efficiently and effectively.

As opposed to the traditional system, social CRM changes the experience and advocacy of customers – which is crucial because it is what keeps the customers coming back to you. The traditional system does not involve the customer in the equation – there will be no collaborative efforts and definitely no buildup of relationships.

However, this has changed in social CRM because the focal point of the system is actually the customer. Every business operation revolves around the customers. You are not pushing your marketing efforts or messages to your customers. Instead, you talk to them and collaborate with them so you can solve problems fast.

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