| | | | |
10 Steps to integrate CRM and Social Media (#SocialCRM, #scrm)
| | | |
Share this CRMAdvocate Story
| | |
 | |
 | |
|
|
10 steps to integrate CRM and Social Media? We know that we need more than 10 steps. How many? Many more! It all depends on the level of maturity your organization has within your own CRM ecosystem and most importantly in the way you manage customers today. If you are still thinking products and branding, you still have a long way to go to integrate CRM and Social Media. Why? Integrating CRM and Social Media needs to be about converting conversations into transactions. It is about going beyond the Facebook Likes, Twitter Followers and Video views. We can talk about transparency, openness, collaboration, engagement and so on, but at the end of the day it is about improving sales and reducing cost in the new business model where we, the people (customers, influencers, advocates, etc.), are in control of the conversation.
Many of my customers and prospects in Latin America have been asking me how to connect these conversations with CRM. Some of these companies are at different levels in understanding what Social CRM is all about. Some of them just have a Facebook page, some have private or public communities, others are just listening, and some have Twitter integrated somehow into their CRM. I have seen agencies doing all of the social media work, or just part of it, and many companies have a need to integrate social media monitoring with the call center.
Read the entire Social Media Today article
| |
|
|
