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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Another long-time member of the CRM developers' club, Sage has transitioned into the world of social media by embracing the cloud and Amazon's vision, and creating social networking capabilities both in-house and via relationships with third-party developers. In May 2010, Sage released its new Sage SalesLogix Cloud CRM software, built upon the Amazon Elastic Compute Cloud (EC2) infrastructure. The software, which supports Windows Mobile and includes an offline synchronization feature, is enhanced by Sage's network of application developer partners. The most recent version of Sage CRM includes many built-in social media capabilities such as an interactive dashboard that tracks RSS feeds, calendar, and task lists, and integration with LinkedIn and Twitter, Sage said. Sage On-Demand CRM is available for a free 30-day trial.
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.