As enterprises flood into the digital economy, many of the core processes and functions that have been around for decades have become a bit more complex and technologically driven.
As enterprises flood into the digital economy, many of the core processes and functions that have been around for decades have become a bit more complex and technologically driven. Although some businesses have been crushed by the weight of so many new deployments and strategic initiatives, others have remained ahead of the curve by using advanced tools to their advantage in a proactive and comprehensive fashion.
Because consumers are becoming more interested in online and mobile relationships with retailers and other organizations they frequent, businesses need to adjust their customer relationship management strategies accordingly.
SocialTimes recently highlighted some of the trends taking place in the social media realm, as well as how they are impacting general customer relationship management frameworks in the average business. The source explained that popular social media websites and channels such as Twitter and Facebook have become critical marketing tools, while the data generated by activities on these sites can be used to further strengthen loyalty programs and other relationship management initiatives.
The rules of the road are quite different in the social media era, as SocialTimes pointed out that 25 percent of consumers expect a response from a company within one hour of the initial complaint. However, avoiding these platforms would be poor form, as the news provider noted that nearly two-thirds of customers are using social media websites to find product and brand information.
By using the most advanced customer relationship technology available to fuel client retention and loyalty, businesses can get the most out of the various interactive channels which consumers commonly frequent today. Unique, customized programs will target and reach objectives at a lower cost, while these tools can also help organizations capitalize on data generated from marketing and customer communications.