Sound familiar? It should. I hear these complaints all the time – both from clients and non-clients. Their complaints about their CRM (that’s Customer Relationship Management) systems are not only untrue, but misleading.
Tudi sam na slovenskem in hrvaškem trgu opažam, da velikokrat ni težava v CRM sistemu pač pa v kulturi podjetja, angažiranosti in organiziranosti ter samem postopku uvedbe. Dober članek.
There’s a lot of talk about social CRM these days, but precious little action. This is at least partly, if not wholly, due to a misunderstanding of what social CRM is.
First, social CRM can’t be implemented within an organization simply by adding a particular tool or technology. That’s because we’re not in the midst of a profound change to the rules of business, but a communications revolution. No longer constrained to the phone or email, customers and prospects are finding new ways to voice their concerns, questions and feedback on social channels like Facebook, Twitter and LinkedIn – to name a few.
Social CRM, then, is not about dumping the traditional means of interaction between a company and it’s customers, but incorporating these social preferences into the mix. In other words, it’s about reproducing, as closely possible, the way humans interact.
So how to get started? Well, it’s not just about tools. It’s also about culture. And there are several questions to ask and steps to consider.
Here are a few to help wrap your head around social CRM.
Kaj je social CRM in kako pričeti izkoriščati ta potencial v svojo korist.
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Najboljše praksa za mala podjetja...Go mobile, scrub your data, get everyone to use it, help desk,
The social media landscape has undergone enormous changes in recent years.
9 social media napovedi in priporočil za 2013. Zanimivo, da bi naj Twitter izgubljal na popularnosti. Social in Mobile trenda se bosta glavna tudi v 2013, povsem jasno. Veliko je govora tudi o big data in o geolocation.
What’s the difference between traditional CRM and social CRM? This is often the first question in the long and tricky process of “socialization” that many large organisations are currently experiencing.
Having listened to experts from American Airlines, IBM, VistaPrint, Peugeot, Everything Everywhere, British Gas, Expedia, Spotify and many more brands explaining their approaches to social CRM at recent Our Social Times conferences – I think we’ve got a pretty clear vision of how organisations should approach social customer engagement and the management, tools and processes they need to set in place around it.
With this in mind, we thought we’d publish an infographic to set out the key points of differentiation between traditional and social CRM. We hope it’s useful.
Odlična infografika, ki prikazuje razliko med CRM in social CRM.