Businesses are finding that social CRM and mobile care
integration with their current CRM (customer relationship management) software solutions is a viable answer to new methods of enhancing the customer experience. Companies start off by using a CRM firm to manage the enterprise structure and develop a tracking method.
According to this Harvest Solutions report
, they take it a step further by integrating social CRM and mobile care to incorporate the interactions of their customer’s social actions involving Facebook and Twitter (News
This leap into social CRM and mobile care can end badly if not executed properly, however. Even the best laid plans can go south if the business is unclear on its objectives, data collection process, improper interlacing of departments and poor customer responses
. Some tips to implementing a social CRM and mobile care begin with caring for the customer and end with a complete buy in of the company itself.
Often times, companies can lose focus of their customers when they are busy dealing with the tedious tasks of implementing a CRM software solution. Customer satisfaction is the purpose for doing this in the first place. A social CRM and mobile care solutions is used to monitor the responses of the customer and can easily measure the experience
of the customer for increasing the company’s revenues. Remember, there is no CRM without the customer.
Businesses need to have a clear objective for the results it can get from establishing a social CRM process. Gaining market insight through improved customer experiences while reducing expenditures are just a few of the many benefits of implementing a CRM
. Take the entire company structure into mind. The information gained from using social CRM and mobile care software can be used by every business department to enhance customer service.
This will lead to increased sales, specific marketing initiatives and a solid product line. Companies need to know the advantages to deploying a CRM solution before it’s done to better prepare for the value it can create. No matter the intention, a majority of CRM programs like social CRM and mobile care won’t make it off the ground if every level of the company isn’t on board. This is why a company buy in is so important.
As CRM technology is made up of software that records, collects, stores and reconfigures, it’s important for it to be a well oiled machine. When businesses choose their software provider they need to be sure the product is expandable and scalable. Social CRM and mobile care are a perfect example of this.
Edited by Stefanie Mosca