Social CRM for businesses highlighted by The Guardian

Published on 17 July 2012 by in Latest News

social crm the guardian Social CRM for businesses highlighted by The GuardianA piece from The Guardian highlighting the need for social CRM drew our attention this week. The article, written by Mark Osman, the commercial operations for Eclipse Marketing, focused on the importance of using social media for business and the need for organisations to value their online customer communication with the same importance of channels like the telephone or email.

Writing in the article, Osman commented:

“Social is instant and the consumer expects a quick, relevant response…Social customer relations management (CRM) is effectively just another channel that delivers consumer insight.

“It’s [social media customer service experience] another part of the customer journey that allows marketers to garner enriched information. The desk also provides an opportunity to interact and engage with an audience through another touch point.”

Here at numero, we’re proud of our history in helping dozens of multinational businesses with their social media CRM; giving organisations the opportunity to improve their customer service via Twitter and Facebook. But, more than that, we’re strong believers in the ways companies can use social media for business with customers.

Indeed, The Guardian article also highlighted how to improve customer service through social CRM, using online platforms such as Twitter and Facebook as a medium to meet customer demands and expectations. By incorporating these websites in a multi-channel strategy, businesses have the ability to manage their customers across several platforms.

The article comments:

“Brands must also understand the different channels and styles of enquiries. A consumer might ask a question through a social media channel, but require a more detailed answer than can be given through the medium (such as Twitter and its 140-character limit). It will be appropriate in some scenarios, such as handling a complaint, to take conversations offline.”

You can find more about our social media CRM for businesses here. Alternatively, you can contact us on Twitter here.

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