Social CRM & customer service Archives - Page 2 of 6

Social media and CRM: the feedback, community and brand perspective

Do I need to say that social media is a phenomenon that impacts the life of many of us? Social technologies are still developing and social media marketing models are still evolving. This is certainly the case from a multi-channel marketing and CRM perspective

The convergence of social media and CRM, also called social CRM (and it’s not just about the tools), has opened new opportunities for building customer relationships and changing how customer service is practiced.

The CRM and social media convergence is a complex concept that has brought into question how customer service will be handled in the future as well as how CRM will be structured. Bringing social technologies and community-building programs together has the potential to be a profitable and effective marketing strategy.

Email or social media: empathy and listening are key in customer service

Recently I wrote about Joseph Jaffe’s Customer Service Manifesto. Now, Joseph doesn’t mean customer service as most of us interprete it (problem solving, etc.). However, in this post I will use the term in its more traditional sense.

Today we are using all possible channels to provide customer service to our customers. As I wrote earlier, people demand 24/24 and 7/7.

And I don’t mind adding to it that people have inflated expectations and sometimes demands that are exaggerated. We live in a society of instant gratification and, to be honest, I personally find this rather sad.