Week 6 Blog Article -The Power of Connection: Using Social Networks to Build Customer Relationships

Image representing Salesforce Chatter as depic...

Image via CrunchBase

For August 24th, please find a recent article on the topic below.

How Companies are Using Social Networks to Build Customer Relationships (Social CRM)

Post a link to your article for in-class discussion with a brief summary of the content of the article.
Remember to review and comment on the articles of two other students  and complete your team blog post!
Below is an example to help you 🙂
In the article, “Example of Social CRM in Action, (http://www.itbusinessedge.com/cm/blogs/all/examples-of-social-crm-in-action/?cs=45719), the author discusses makes the point that Social CRM is  more than simply using social media to communicate with customers. Successful companies social CRM as a complement to traditional CRM.
As we’ve discussed in class, social networks provide a great opportunity to provide customer service, create online forums and speak directly with customers in a way that was impossible prior to Facebook. But, it can not replace traditional CRM tools like customer surveys, technology driven CRM products like Sugar and salesforce.
For example, Enterasys Networks, which began using Salesforce.com’s Chatter to both resolve customer service issues and support the sales process. In the first quarter following the Chatter implementation, Enterasys closed a record number of deals, perhaps because members of the sales team can monitor the status of deals and make suggestions to colleagues. Product support agents and project managers also use the tool to get real-time status updates and collaborate with coworkers.
Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s