Noida (PRWEB) December 21, 2012
Social Media is not just about vastly popular networks like LinkedIn, Twitter, or Facebook – it is about brands engaging in conversations. It is about people interacting live with companies, products and brands; gaining and giving insights; and being ‘virtually’ vocal about their ‘likes’ and dislikes. Social Media actually plays a very important role in enhancing customer relationship management in a number of ways and this has been revealed by a study conducted by CRMnext. Some realize it and some don't, but who is trusted by his target audience and consumers of his products and services.
Obviously, ignorance is not really bliss when it comes to social networking. Understanding these, several CRM software vendors are acquiring startups which empower businesses to deftly manage the growing number and variety of social media platforms.
It is however important for organizations to realize that real success lies not in revolutionary infrastructural amendments, but in important evolutionary ones. A key point to remember is that CRM users should not merely use this channel as an outbound marketing effort, but should literally “listen and have their eyes open” using social CRM applications. Doing so will facilitate intelligent information capture and significant reductions in customer service costs.
An annoying IVR system which causes frustrated and “agent desperate” customers may as well be labeled Customer Relationship 'Minimization'!
What is forgotten is that CRM is all about reciprocal relationships based on 'trust' and not mere 'information'. When too much emphasis is laid on capturing and leveraging data, trust is naturally compromised upon. The biggest trouble with traditional CRM systems is that relationships are converted into rules and people into data, forgetting that an inanimate database can never match up to live assistance by a real person.
Emergence of Social Media
Social media merged with existing CRM systems in an intelligent manner can bring forth a plethora of advantages such as -
In due course, a shiny new generation of social applications is going to emerge. The learning curve is still developing for both companies and customers. The key is to strike the correct balance between traditional, SaaS and social CRM to reap the benefits.
CRMnext is a specialist CRM Software product company with focus on ultra-scalable installations. The CRMnext team has a proven track record of delivering High-Impact CRM solutions in their key practice vertical of Banking, Insurance, Media, and Telecom. Unlike commodity CRM, CRMnext has been widely recognized as a proponent of strategy driven implementations.