Software // Social
06:37 PM
Alison Diana
Alison Diana
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14 Leading Social CRM Applications

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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The Jive Engage Platform addresses multiple markets: social collaboration, community software, and social media monitoring. The developer, therefore, is competing with long-established CRM vendors newer to the social media market, as well as CRM developers who are targeting the market solely from a social media perspective. "Most social software vendors think that internal collaboration, external communities, and social media are different things. They are not," said Jive on its Web site. Cloud-based Jive Engage lets employees start and participate in discussions; create and share collaborative documents; post videos; preview and post comments on Office documents; gain access via mobile devices; synchronize edits; share status updates; and post ideas to the community. The software's built-in reward system encourages employees to proactively help customers, according to Jive. Employees connect to customers via Facebook, Twitter, and other social media sites, Jive said.

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Richard Young
Richard Young,
User Rank: Apprentice
12/4/2012 | 12:09:50 PM
re: 14 Leading Social CRM Applications
Interesting that most of the traditional CRM screens show complex workflow/reports rather than Social elements within a CRM systems
Social is a Business Imperative
Social is a Business Imperative
The 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.
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