Social Media Changes CRM
For tech watchers, this is pretty big news. CRM Software supports are quickly
acquiring startups that allow businesses to comfortably manage significantly
more social media platforms, as well as, a variety of platforms.
Oracle has purchased Vitrue to aid in the managing and publishing of social
media campaigns. Theyve also purchased Collective Intellect to aid in the
monitoring of social chatter. Salesforce.com, a strong CRM contender
purchased Radian6 a sentiment tracking company. The list goes on. The
question is why the big shopping spree and why should you care?
It seems industry experts believe that the next five years are going to be key
for chief marketing officers, who will spend a huge amount of money on CRM
systems that will integrate social media. This is great news for any business
that isnt running around with a seven-figure technology budget. Early game
players referred to as Social CRM adopters are setting the stage for much
smaller companies who have limited budgets to be able to adopt these new
method fast and within their budget. In addition, it will be without the
problems that have troubled CRM programs in the past.
Traditional CRM is integrated to make life more efficient and faster customer
service within an organization and its departments. Its designed to increase
profits, improve customer service with faster resolutions and many other
benefits.
However, when CRM programs are not executed properly they can actually
they can actually make a company look very bad. Anyone who has received
a mailout thats supposed to look personalized but the name is spelled
incorrectly or duplicates are received, knows that a companys customer
service attempts are far from personal. Another great example is the
automated telephone answering system that annoys customers to no end.
Yes all of these things lower your costs but at what cost to your customer
service end?
Traditional CRM systems turn people into data and thats a problem.
Relationships become rules of engagement and thats an even bigger
problem. Technology cant be empathetic, which is whats driving CRM
companies to integrate with social media.
75% of American consumers use one or more social networking sites, which
provides the opportunity for 24/7 exceptional customer service, smart
branding, and endless opportunities to manipulate the consumer in your
favor. A companys data power increases exponentially. Its adding an entirely
new dimension to CRM and thats exciting.
For years, CRM has been one-sided communication and now that social
media is becoming an integrated part of CRM the opportunity for two-sided
For tech watchers, this is pretty big news. CRM Software supports are quickly
acquiring startups that allow businesses to comfortably manage significantly
more social media platforms, as well as, a variety of platforms.
Oracle has purchased Vitrue to aid in the managing and publishing of social
media campaigns. Theyve also purchased Collective Intellect to aid in the
monitoring of social chatter. Salesforce.com, a strong CRM contender
purchased Radian6 a sentiment tracking company. The list goes on. The
question is why the big shopping spree and why should you care?
It seems industry experts believe that the next five years are going to be key
for chief marketing officers, who will spend a huge amount of money on CRM
systems that will integrate social media. This is great news for any business
that isnt running around with a seven-figure technology budget. Early game
players referred to as Social CRM adopters are setting the stage for much
smaller companies who have limited budgets to be able to adopt these new
method fast and within their budget. In addition, it will be without the
problems that have troubled CRM programs in the past.
Traditional CRM is integrated to make life more efficient and faster customer
service within an organization and its departments. Its designed to increase
profits, improve customer service with faster resolutions and many other
benefits.
However, when CRM programs are not executed properly they can actually
they can actually make a company look very bad. Anyone who has received
a mailout thats supposed to look personalized but the name is spelled
incorrectly or duplicates are received, knows that a companys customer
service attempts are far from personal. Another great example is the
automated telephone answering system that annoys customers to no end.
Yes all of these things lower your costs but at what cost to your customer
service end?
Traditional CRM systems turn people into data and thats a problem.
Relationships become rules of engagement and thats an even bigger
problem. Technology cant be empathetic, which is whats driving CRM
companies to integrate with social media.
75% of American consumers use one or more social networking sites, which
provides the opportunity for 24/7 exceptional customer service, smart
branding, and endless opportunities to manipulate the consumer in your
favor. A companys data power increases exponentially. Its adding an entirely
new dimension to CRM and thats exciting.
For years, CRM has been one-sided communication and now that social
media is becoming an integrated part of CRM the opportunity for two-sided
