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.
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.