The concept of social CRM
Typically, such systems have a multi-user interface (for customers and partners), using user-generated data and content, as well as provide a sufficient degree of autonomy kommnyuniti.
In social CRM functionality includes: message boards, blogs, rating systems (for product reviews), reputation management tools, social tags, bookmarks, search, filters, custom analytical tools, structured and unstructured opportunities data mining.
Benefits of Social CRM for business: building trust with customers, regular access to the user feedbacks, increased sales, differentiation of products and services, improving the efficiency of cross-selling, reducing the cost of service and others.
Benefits of Social CRM for customers: the impact on decision-making, obtaining more information about products and services, increase control over the interaction with the company, increase brand loyalty.
To date vendors Social CRM systems provide their users with features that can be divided into four building blocks:
Hosting and support corporate branded the community, as well as the provision of appropriate functional environment.
Monitoring and implementation of feedback in corporate or independent accounts in social networks.
Allow the exchange of contact information between the community B2B or B2C Accommodation in the community product reviews and online sales promotion Those vendors who generate two or three functional blocks identified above, have more competitive advantages. Other competitive factors include meaningful interaction between public and private social the community, integration of processes with traditional CRM, specialized analytical capabilities, partnerships with global system integrators.
Development of social CRM technology being the way of deepening integration with traditional CRM processes, and popular social networking services, increasing the use of analytical tools, as well as creating new and interesting projects and case studies.