Hold time on dreaded customer service lines is decreasing, casualties of PR nightmares are being spontaneously minimized, Social Media is no longer a fireable offense in the workplace, and businesses are finally embracing social channels as an effective, functional medium for Customer Relationship Management (CRM). Welcome to the age of digital handshaking my friends.
Over the past few years, CRM has taken a sharp turn to online mediums and businesses throughout the world are warming up to the idea of communicating with past, current and potential customers via social websites including Twitter, Facebook, LinkedIn, Foursquare and others. It’s a new phenomenon that’s here to stay.
Social Media CRM, often labeled SCRM, serves as a platform to ensure customers are managed in an instantaneous manner allowing for questions and concerns to be addressed in a timely, fluent fashion. At the same time, target market research is conducted and sales opportunities are explored, thus providing helpful information for marketing and sales teams.
In this day and age, Social CRM has become a pertinent piece of the online marketing puzzle and must be utilized by small and large businesses throughout the world. Maintaining longstanding digital relationships ensures sustainability in the future — an internet-infused future that is.
Aaron Schoenberger is Founder of The Brainchild Group — a digital advertising agency that specializes in revolutionary Search Engine Optimization (SEO) and Social Media Marketing strategies. He’s known for his work with celebrity clients, top restaurants, professional athletes and Fortune 500 companies.
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