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SMBs create new business models with social CRM

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Name: Zoho Interviews
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A collection of interviews by CRM Experts, Zoho customers, and Media on the CRM trends. These interviews were sponsored by Zoho during the recently held CRM Evolution 2011 Conference, New York, USA. [More]
Viewed Times: 1005 Add Date: 08/28/2011  
CRM makes sense for optimized marketing and reputation building, but as SMBs are discovering social CRM, they're actually creating new business models, explained Brent Leary, co-founder and partner of CRM Essentials and author of a recent research paper on SMBs and social CRM. Leary goes on to explain that we've had adhoc examples of companies using Facebook and Twitter to engage with customers, but now we're seeing a shift to make social CRM more strategic to business development. Here are a couple of examples Leary noted: Community as extension of employee base: SMBs are consciously growing communities allowing the participants to act as an organic service and sales force. Extend products and services: Using feedback from the community, SMBs are pulling in different cloud services to create new offerings.

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