Is it Time For Social CRM?
Much of the effectiveness of social CRM is hidden, making it difficult to know when your organization should make the move to adapting social CRM. According to this article on CRM Buyer, as is the case with many business arguments, your customers will tell you when to move.
“It may not be as easy as seeing another business's success and then copying it. Social CRM does not replace traditional CRM, but instead augments it. When a company truly succeeds with a social component to its CRM efforts, that success is often deeply integrated with existing processes. Instead of a Social CRM revolution, there's an evolution. So, if you're looking for an example where a company took its old CRM approach and swapped it for a Social CRM approach, you're probably not going to find it.”
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