Integrated Social CRM: A Path to Satisfied Customers and Profits

 
 
By eweek  |  Posted 2011-06-27 Email
 
 
 
 
 
 
 
 
 

When combined, social networking and customer relationship management (CRM) software provide organizations with a powerful vehicle that allows customers, employees and partners to effectively and immediately communicate. These applications capture, analyze, and manage this wealth of data, enabling businesses to improve customer service, response time, and their development of new products and services. But woe betide those organizations that ignore or don't respond in a timely or effective manner to publicly posted customer feedback; consumers can easily and quickly share both good and bad comments via Twitter, Facebook, YouTube, and other social media sites. Those organizations that are successful at leveraging social CRM are positioning themselves for the next phase: Integrating predictive analytics into social CRM in organizations' ongoing pursuit of knowing who will buy what and when early in the purchasing process.


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