Social Media: The ‘Hero’ and the ‘Anti-Hero’
Social media provides companies with infinite possibilities to interact with customers in real-time. However, since it affects the people, process and technology of a company, a social media initiative needs to be planned like an investment.
Our experts blog on the role of social media in the context of CRM. They help you navigate social CRM by addressing challenges -
- Do you need to adopt social media or is it just a passing fad?
- Can you learn from lessons in the enterprise value chain – enterprise resource planning, supply chain management and customer relationship management?
- Can existing methods be used to leverage social media in traditional and new businesses?
- Can you measure the success of social media?
Join the discussion:
Though several CRM systems integrate with social networks, they do not provide a comprehensive understanding of customers.
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Can we make sense of the chaos of social media? Is this sub-channel of the Internet for everybody? Is the hype justified?
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Before investing in social media CRM, companies need to reflect on whether their CRM application is flexible, functionality-rich, stable and sound enough to serve them.
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Can social media identify the customer segment? How trustworthy is a tweet or comment on your brand?
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Traditional models have a robust methodology that can help in the measurement of social CRM.
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There is no better and cheaper tool than feedback to help your social media initiative. Have you measured feedback?
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Can ‘social sales’ be the silver bullet for better sales automation and churn? How can your sales team be ‘social’?
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Learn more about Infosys' offerings in customer relationship management