How Social Media is Transforming CRM

HOW SOCIAL MEDIA IS TRANSFORMING CRM As Twitter, Facebook and other social channels have continued their virtual takeover of the marketing landscape, they've also reshaped the customer relationship management (CRM) model. CRM solutions and processes have taken on some of the characteristics of social media, growing increasingly interactive and dynamic. COMMUNICATION More than Twitter users 60% post an average of more than of users interact 500M with brands on social channels. tweets per day. Social media is generating a higher volume of data on customer-brand interactions, Socially-Inspired CRM is interactive which can be leveraged for better insights and more targeted marketing and support. and conversation-driven rather than sales-centric. EXPECTATIONS Social channels are about instantaneous communication, and customers expect brands to respond at warp-speed. ONE HOUR 1 in 4 Facebook and Twitter users thỉnk companies should reply to their complaints on social media within one hour. Users expect their socials interactions with brands to be based on engaging, shared content. news Vs. 62% 32% of social media users look for product of social media users are interested news and information from brands. in promotions from brands. USER INTERFACE Socially-Inspried CRM is helping companies meet these expectations by rethinking the traditional CRM model. The UX of CRM solutions is built The UX of CRM is conversational, upon the social media experience. interactive and fast. An interface that mirrors the flow and conventions of social media comments creates an intuitive, dynamic user experience. Instantaneous feedback Collaborative problem-solving 66% of social media users now expect a Quicker resolution time same-day response to their inquiries. FANHUB SOURCES: americanexpress.com/us/small-business/openforum/infographics/the-simple-science-of-facebook-engagement/ blog.twitter.com/2013/new-tweets-per-second-record-and-how omobono.com/blog/finding-out-who-the-social-user-is oracle.com/us/products/applications/commerce/live-help-on-demand/oracle-live-help-wp-aamf-1624138.pdf