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Fully Understand Your Requirements before You Embark on 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: 720 Add Date: 04/25/2014  
Social CRM is customer intimacy which is a shared experience between customer and company, said Barton Goldenberg, President of ISM, during a presentation on preparing and launching a social CRM strategy at the CRM Evolutions 2012 conference in New York City. Since 1985, Goldenberg has been touting that CRM is a combination of people, process, and technology. With the advent of social CRM, that mix of capabilities still holds true. To prepare your company, Goldenberg advises asking yourself the following questions for each distinctive area: Process • Where are we going to listen to customers? Will it be in a public space such as Twitter or will it be in a private space such as our message boards? Or will it be both? • How does that information get integrated into the CRM system and how are you going to use that information to improve engagement with the customer? People • What resources do we need to make a social CRM community? • How many of our people will work in the communities?

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