Put the Customer Experience at the Heart of CRM
The customer experience influences purchase decisions and cultivates brand loyalty. Consequently, the enterprise Customer Relationship Management (CRM) strategy must focus on delivering a superior customer experience. In an article published at SupplyChainBrain.com, Infosys’ experts discuss how social media is redefining the CRM landscape.
Companies can address the challenges in customer engagement and gain insights by -
- Assessing the existing CRM processes and competencies for social CRM
- Customizing the CRM initiative to the requirements of customers
- Designing the CRM strategy around the customer experience
- Standardizing CRM processes and systems
- Adopting an incremental approach to social CRM
- Redesigning products and services for next-generation customers
Read
Published with permission of SupplyChainBrain.com
Authors
Rakesh Kumar Mishra, Industry Principal Consultant, Oracle practice, Infosys Limited
Rakesh heads the Innovation Center for Enterprise Solutions and focuses on social CRM-enabled customer experience transformation. He has more than 15 years of experience in the IT industry. Rakesh specializes in discovery, incubation and deployment of emerging technologies for business innovation. He can be reached at
Sean Leo Ryan, Industry Principal Consultant, Oracle practice, Infosys Limited
Sean has more than 15 years of consulting experience in customer relationship management, customer experience management, customer-centric design, and transformational customer technology. He has executed strategic CRM programs at global consulting firms. He can be reached at
Related Reading
Go Social for a Sustainable CRM Strategy
Follow the Conversation for Effective Social CRM
Blogs
Social CRM - Uprising of the Next-gen Customer Experience Designers
Social CRM Treasure Hunt - Can your Social Customer Executives Read the Map?
Social CRM - Will Horseless Carriage Syndrome Help the Uptake or Block the Evolution?
Decreases in Traditional CRM Interaction Capture
Learn more about Infosys' offerings for social CRM