free-magazine-banner_0.gif

How to Implement Social Media CRM

Aina Neva Fiati's picture
by: Aina Neva Fiati

Do you know what social media is? Technically, it is any media that is distributed or circulated via social groups, where people interact socially. This can apply to blogging, micro-blogging, social network platforms, and the like. CRM, or customer relationship management, is maintaining customer relationships with a company. Marrying the two is an essential part of any company’s successful CRM plan today. Here are some ways in which to implement social media CRM right away.

Set the Plan

Social Media Strategies to Engage Customers

Aina Neva Fiati's picture
by: Aina Neva Fiati

Social media can be used to boost CRM and is known as Social CRM. Here are some ways any business can incorporate social media into their current CRM efforts.

Personal Connection
Personally connecting with customers is an integral aspect of CRM. A great way to do this is to note personal details about each customer in your database, then connect with them via various social networks. For example, on a customer’s birthday, you may want to send a birthday message on Twitter or FaceBook.

Closing the Marketplace to Open Opportunity

Scott Hornstein's picture
by: Scott Hornstein

To dramatically increase your marketing results and ROI, I’d suggest a change of scenery. My recommendation:Move from an open market to a closed market, especially with your best customers. The climate is very different.

The concept of an open market really began with mass marketing. It became possible to extend the reach of our messages to millions, if we so chose and could afford it.

How Social Media is Changing CRM

Aina Neva Fiati's picture
by: Aina Neva Fiati

There’s no getting around it, social media is changing CRM in big ways. Social media allows consumers to spread their thoughts about different companies, their products, and their customer experiences. Whether it’s a blog, a tweet, or a message on a FaceBook wall, consumers are making their voices heard – louder and faster than ever before.

Is it Possible to Do More with Less in Contact Centers?

Art Hall's picture
by: Art Hall

Call center executives often struggle with the difficult challenge of doing less with more. With the right strategy in place, it is absolutely possible to improve operations with minimum resources to deliver maximum impact to the bottom-line.

The Business Case for IVRs and Automated Speech Recognition

Art Hall's picture
by: Art Hall
Situation

Over the last five years, leveraging self-service to drive down costs and improve customer satisfaction has garnered a lot of attention from chief executives looking to optimize call center organizations. Providing quality customer service to quickly become both a competitive and comparative differentiator in the marketplace in which core product offerings are being commoditized is more important than ever before.