BroadVision, a provider of cloud-based social business solutions, revealed the launch of its Clearvale solution for Social Customer Relationship Management (Social CRM) at the Enterprise 2.0 show in Boston.
Clearvale is a cloud-based enterprise social networking solution that helps businesses engage with employees, customers and partners. It enables businesses to create separate social networks for each of these groups, but manage them together as a whole, creating a social enterprise ecosystem.
Francois Gossieaux, author, blogger and marketing expert, describes social CRM as, “Social CRM is not about managing customer relationships in social media, nor is it about adding social data to the CRM data store - Social CRM is all about developing and managing relationships with customer tribes and allowing them to communicate with one another better.”
Traditional CRM has focused on tightly controlling customer interactions. On the other hand, social CRM focuses on integrating all customer engagement channels to enable better communication between customers, customer service, and other company employees. Clearvale for Social CRM allows engagement with each of these groups via a single, interconnected ecosystem of enterprise social networks.
BroadVision says Clearvale is designed as a people-centric, rather than document-centric, application, offering a true platform of engagement, connecting customers, employees, and partners in a collaborative, virtual environment. It allows customers and employees to collaborate and communicate directly with anyone, from anywhere, at anytime.
“Use of social networking inside and outside a company has often been considered in isolation of each other,” said Richard Hughes (News - Alert), director of Product Strategy at BroadVision, in a statement. “We believe this is a shortsighted view. These networks need to be integrated to avoid creating social silos where customer and employee networks are entirely separate.”
Hughes says Clearvale's ecosystem functionality is unique in allowing a company's various social networks to be connected together enabling a more effective Social CRM approach than trying to use separate social networks.
Companies like Aeroxchange have benefited from Clearvale’s solution. Says Al Koszarek, president and CEO of Aeroxchange, “Using a social, people-centric platform like Clearvale has not only facilitated better collaboration and communication, but allowed us to establish an interconnected ecosystem of networks for our various constituencies within a single system.”
Recently BroadVision announced that one of Italy's leading online banks, Webank, has chosen Clearvale Enterprise for a Web 2.0 Ecosystem for their Social Intranet and for several other Social CRM initiatives.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.Edited by Juliana Kenny