We’ve established quite a bit here:
1. The customer has taken ownership of the conversation.
2. This has created the need for a new approach to CRM strategy because the customer’s demands and expectations have changed and whom they trust has changed.
3. Consequently we have to take a considerably deeper approach to CRM than in the past, not only accounting for the operational CRM of process, technology, metrics, and culture change programs, but also a social CRM strategy that actually involves deep knowledge of the customer, some of which is derived from the customer’s actual thinking and some from the customer’s transactional history.
4. To do that, we have to provide the institutional facilities to the customer so that on the one hand we satisfy their social and business requirements and on the other we are able to gain deeper insight into the customer and deeper commitments from the customer—a necessity because of the much deeper difficulties in just getting the attention of customers, much less getting them to stay customers.
But there is more to it.There is a increasingly important methodology and approach that has to not only be taken into account but understood if you are going to understand Social CRM.It’s called vendor relationship management (VRM) and, after I tell you a little about it, I want you to shake the hand of someone I think you need to go have a cup of coffee with while he explains VRM.
Customer Relationship Management Related Tutorials
|Principles of service marketing management Tutorial||SAP Cloud for Customer (C4C) Tutorial|
Customer Relationship Management Related Interview Questions
|Customer Relationship Management Interview Questions||Principles of service marketing management Interview Questions|
|Customer Care Interview Questions||Customer Service Professional Interview Questions|
|Business process outsourcing (BPO) Interview Questions||SAP Cloud for Customer (C4C) Interview Questions|
Customer Relationship Management Related Practice Tests
|Customer Relationship Management Practice Tests||Principles of service marketing management Practice Tests|
|Customer Care Practice Tests||Business process outsourcing (BPO) Practice Tests|
Customer Relationship Management Tutorial
Omg! Your Customer Really Is Your Bff!
Crm,cmr,vrm Or . . . Who Cares?
The Customer Owns The Experience
Enterprise 2.0:not Exactly What You Think
A Company Like Me:new Business
Do You Have The Ring? Tools For Customer Engagement
Love Your Customers Publicly: Blogs And Podcasts
Wikis Are A Weird Name For Collaboration, N’est Çe Pas?
Social Networks, User Communities: Who Loves Ya, Baby?
Movin’ And Groovin’: The Use Of Mobile Devices
The Collaborative Value Chain
Sales And Marketing: The Customer Is The Right Subject
Customer Service Is Our Name—and Our Game
The Difference:crm,the Public Sector,and Politics
Soa For Poets
At Home Or In The Clouds-and In Open Spaces Between
Big Picture,big Strategies
Mapping The Customer Experience
Process And Data Go Together Like…crm Operations
Value Given,value Received
When You Buy The Application,you Buy The Vendor,though You Don't Implement Him
Waving To The Future
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