Social vs. Traditional CRM

SOCIAL vs. TRADITIONAL CRM 6 KEY DIFFERENCES And Why You Should Shift to Social CRM Now SOCIAL CRM TRADITIONAL CRM Social media changes these core CRM elements: WHO CONTROLS THE CONVERSATION? BUSINESS CUSTOMER Whether it's outbound marketing or an inbound call, the businesscan allot predictable time to manage the call or email thread. Communication is started with a public post, which can indefinitely invite more negative or positive posts and shares by other customers. 2 WHAT IS THE BASIS OF COMMUNICATION? TRANSACTIONAL INTERACTION The business tries to sell or address complaints and inquiries. The business tries to engage customers based on their interests, sentiments and trending social events or issues. HOW DO YOU GET MARKET INSIGHTS? INSIDE LOOKING OUT OUTSIDE LOOKING IN The business digs into its records to look for market trends or customer insights and sentiments. The business looks onto social networks for market trends or customer insights and sentiments. You WHO IS THE CRM GATEKEEPER? CUSTOMER SUPPORT PUBLIC RELATIONS CRM is manned by customer service reps for outbound and inbound communication. The PR team handles the social media strategy to elicit customer attention. 5 WHO MAKES THE BUDGET? CHIEF INFORMATION OFFICE CHIEF MARKETING OFFICER Budget is allocated based on the CIO's technical analysis and recommendations. Budget is allocated based on the strategies by the marketing or public relations department. I...!. WHAT ARE HOURS OF OPERATION? OFFICE HOURS 24/7 247 Hotlines or email support is open during business. Customers don't wait. They post anytime, anywhere. E FinancesOnline.com Ruby Media CORPORATION DESIGN FOR BY www.RubyMediaCorporation.com