Social CRM is a double-edged sword. It gives businesses a tremendous opportunity to easily communicate with consumers, rapidly answering questions and responding to concerns. But it also gives companies more chances to slip-up or to be perceived as being unresponsive or uncaring. That is why a growing number of organizations are stepping beyond the confines of traditional customer relationship management and incorporating social media into the next wave of CRM implementation.
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Zoho offers an on-demand CRM software, designed for smaller businesses, which integrates with the company's other applications, as well as products such as Microsoft Outlook, Microsoft Office, and Google Gmail. The Web-based product includes CRM analytics via reports and dashboards; inventory management; customer service and support capabilities; marketing automation; sales force automation; Web forms; workflow tools; security features, and integration with social media sites, Zoho said. The software is free for small firms with up to three users; the professional edition costs $12 per user per month, while the enterprise edition has a price tag of $25 per user per month. Add-ons cost extra, Zoho said. "Although Zoho CRM is free, it offers great value and they also have an invoice component as well. There are some add-ons like Outlook integration, Google Apps integration and email marketing that will cost a few dollars per user, but, it's very reasonably priced for the functionality you get," said John Joyce, founder of the Small BizNest, on Zoho's Web site.
Social is a Business ImperativeThe use of social media for a host of business purposes is rising. Indeed, social is quickly moving from cutting edge to business basic. Organizations that have so far ignored social - either because they thought it was a passing fad or just didnít have the resources to properly evaluate potential use cases and products - must start giving it serious consideration.
Social is a Business ImperativeSocial media is critical in the age of digital business. How can IT help? First, work with the marketing team to set up social networking programs on Facebook, Twitter, and LinkedIn, at minimum. Then work to put social media sentiment analytics in place to measure success.