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What is the impact of social media on CRM?
How has social media impacted CRM? Has it enhanced the overall functionality?
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3 Answers
PropX is a commercial property consultancy and we use Goldmine CRM. We created new categories and fields in our CRM and our Face book friends has been assigned the code FBK, Linkedin = LKN etc. The allocation of the codes are however still done manually, which is a problem. That said, I do believe that most CRM package will catch up with the Social media boom. The allocation of codes allow us to target our clients via alternative marketing i.e. a bulk email to LinkedIn members, reminding them about our Face book profile etc. At some stage we would however need to consider a web based CRM program to have a central hub to catch all the new information in real time.
Trust that this will help.
Regards – Willem Tait
The impact of social media on CRM cannot be overstated. Smart companies now realize that customers can congregate and share information completely outside the traditional channels of CRM. Facebook, Twitter, discussion forums, and so on empower customers in ways that were never before possible.
I urge you to spend some time researching "Social CRM." to learn more about the implications of social media on traditional CRM. There is a lot of information about this topic here on Focus.com, written by Social CRM experts Paul Greenberg and Brent Leary.
I completely agree with Michael. There is a real change that has happened and to keep up you need to do more than just plug facebook and twitter into your existing CRM.
Marcio Saito wrote in a blog article about Why sales people hate CRM
Social CRM (both the processes and the tools) is a response to changes in the business environment and the shift in control from companies to customers. Whether it is a cause or a side-effect of the change, well-implemented Social CRM software should help sales people to engage with customers and, as a result, sell better.
You can read the full article here http://www.coffeebeantech.com/blogs/social-business/posts/why-sales-people-ha...
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