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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In October 2010, Lithium Technologies released its newest social CRM software, the Lithium Social Customer Suite. The software integrates Facebook, Twitter, the entire social Web, and branded communities, allowing customers to engage customers in multiple mediums of their choice; identify, nurture, and reward their most vocal consumers, and measure ROI, according to the developer. Simultaneously, Lithium Technologies took the wraps off Lithium Awareness, Lithium Commerce, and Lithium Service, three add-on applications designed to increase a company's reach and engagement, drive revenue, and provide enhanced service, Lithium 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.