subject: Social CRM: Follow me to the Marketplace [print this page] Social CRM: Follow me to the Marketplace Social CRM: Follow me to the Marketplace
A small business firm that has ever gone against the mantra that the customer is always right', and succeeded is definitely an urban legend. There is an ever increasing need to always come up with new ways of re-engaging your clientele to come back for more which requires creativity, ability to be flexible and a nick for experimentation.
There has recently been a big buzz about Social CRM and it seems like every company craves for a well orchestrated presence on social networking sites like Twitter, or a smart wikis and media sharing. But is this a guarantee that you have your act together?
A few concerns led me to write this blog. CRM traditionally is all about bridging the gap between the consumer and the business and for a proper markup and effectiveness, there is need for a user defined approach to each segement.There is a clear cut difference between the approach of companies, where mere conversations on the net, are translated into valuable information on consumer profile, when in actual sense it does not provide consumer demographics, needs and wants.
Social networking notwithstanding, captures a large cesspool of possibilities for interaction through word of mouth mechanism, and its great potential has not been fully unearthed. It creates a platform for brand identity and sharing of ideas.
Social CRM humanizes a company's image and thus enables the client to see the company as a trusted peer and puts the customer at the heart of the company's strategy which subsequently shapes up operational and organizational culture.
Every company which specializes in CRM software off lately has taken a step to ensure that they embed Social media integration. Microsoft outlook 2010 has built in Social media integration, and other companies have built in widgets into the graphical user interface for example SugarCRM has twitter and linked-in features.
Here is a list of top Social CRM's to watch out for:
Radian6: they plan to integrate with salesforce.com. They have specialized in social media monitoring tools.
Kickapps: Their strong point is robustness of their platform.
Nimble: Created by the architect of Goldmine.
Jive: Their version: their mobile ready version SBS 4.5 has brilliant GUI for its analytics.
Lithium: their new customer suite will merge with CRM services and applications.
Attensity: they have a sophisticated VOC (Voice of the customer) as well as generated reports and an analytics engine on Android and Apple platforms.
Ingage Networks: known as Neighborhood America. Their customer base comprises of Microsoft CRM.
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