Go Social for a Sustainable CRM Strategy
Social Customer Relationship Management (CRM) empowers companies to influence customers and strengthen customer relationships. Social CRM strategies are sustainable only when all stakeholders participate across the social media lifecycle.
In an article published at TMCnet.com, Infosys’ expert discusses how stakeholders can contribute to sustainable social CRM:
- Technology: CRM packages with social media components must be offered on a portal. The thrust of social media analytics should be on sentiment accuracy and multi-lingual support. Core analytics integrated with community platforms, public networks and downstream CRM applications can become a differentiator.
- Consulting: Solution Integrators must develop unified social CRM offerings based on proprietary frameworks, specialized analytics and platform solutions to help customers address the challenges of the social CRM ecosystem.
- Customers: Innovative business models, combined with a co-creation approach to analytics, ensure customer-centric operations. It is imperative for CRM agents to undergo training in social media collaboration tools.
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Published with permission of TMCnet.com
Our Expert
Nishith Gupta, Associate Consultant, Oracle practice, Infosys Limited
Nishith is a process and domain consulting expert for next-generation CRM solutions. He has rich experience in campaign management, customer retention and customer qualification. Nishith is involved in Infosys’ Social CRM Center of Excellence. He can be reached at
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