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CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It's the company's response to the customer's ownership of the conversation."
At Knowledge Solutions we understand Social CRM to be an extension of CRM, not a replacement for CRM.
All institutions that humans interact with have been affected by things like the mobile phone/smartphone, the new social media web tools and the instant availability of information in an aggregated and organized way that provides intelligence to the person on the street, not just the enterprise.
Part of that transformation affects how we trust and thus who we trust and how to engage with the customer.
Engaging with the customer need not feel uncomfortable
Knowledge Solutions has developed a program of workshops tailored for you around this concept.
SCRM is proactive, in that it enables the people within the company (not just the support staff, but also the marketers, engineers, product managers, etc.) to proactively find and engage customers where they are engaging on the web about the company. This may be on Facebook, Twitter, Industry communities, or other social networks. Our program of workshops will help monitor and manage how the community can best be addressed and how you can engage with them to reduce cost and make your business more effective.
To find our more about how we can help you get there please do contact us.
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