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CIO Applications Weekly Brief

Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from CIO Applications

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Editor's Pick (1 - 4 of 8)
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Pressure to Change versus Staff Appetite for Change

Pressure to Change versus Staff Appetite for Change
Douglas Duncan, CIO, Columbia Insurance Group

Coupling Predictive Demand Planning with CRM for Improved Visibility

Coupling Predictive Demand Planning with CRM for Improved Visibility
Aaron Weiss, VP and CIO, Axalta

5 Ways Artificial Intelligence Can Help Improve Customer Service

5 Ways Artificial Intelligence Can Help Improve Customer Service
Blythe Lawton, VP of Marketing, First Associates

Digitally Transforming Customer Engagement

Digitally Transforming Customer Engagement
Reggie Walker, Chief Commercial Officer, PwC US Leadership Team & Global Salesforce Practice Leader

Creating Momentum Along Your Customer Relationship Management Journey

Creating Momentum Along Your Customer Relationship Management Journey
Anissa Benich, Sr. Director, Enterprise Marketing and Communications, OneAmerica

CRM and Customer Experience

CRM and Customer Experience
Ashok Dhiman, Director, Enterprise Customer Experience and Data Integration, The Hartford

Digital Transformation: Three keys to getting it right

Digital Transformation: Three keys to getting it right
Dave Goes, Global Head of Client Service, Morningstar

How we fine-tune CX with CRM implementations

How we fine-tune CX with CRM implementations
Julio Badin, Senior Vice President, Customer Experience, Dallas Fort Worth International Airport

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Social CRM: Crafting Innovative Customer Services

By CIO Applications| Thursday, June 20, 2019
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Customer ServicesEmerging CRM platforms power businesses with social media prospects so that clients can communicate with companies round the clock; improved customer service and increased marketing insight are sure to be gained.

FREMONT, CA: Social media has affected and transformed humanity. Social Customer Relationship Management (CRM) was born from the convergence of business models and social networking. It is described as the use of social media services coupled with methods and techniques to better serve their clients.

Social-CRM enables a company to get data rapidly from customers interested in the goods, services, or promotions of the company. The tool relieves social media teams from having to manually retrieve interactions and track them on social media networks in real-time with a smart software provider. It is essential for any large or small organization to have a backup plan to mitigate these social media customer service circumstances.

Check out: Top Customer Service Consulting Companies

Complaints on social media are not discussed all the time, particularly in retail. Sometimes getting someone to notice your complaint on Facebook or Twitter takes days, and that's not how things should be. Brands are at risk of losing customers and income. Outside business hours, businesses did not have to cope with complaints.  People are always online, and users of Facebook and Twitter believe companies should react within an hour. In other words, expectations have altered, and you have to respond professionally and appropriately within a working time frame when a company has an account listed on any specified network. Social CRM is helpful because it will assist you in simplifying procedures and streamlining how you relate to customers across different social networks. Another useful benefit of a Social CRM solution is that it will enhance your conversion opportunities and generation of leads.

The world will increasingly see the implementation and experimentation of new Social CRM client service models to suit busy lifestyles for customers today. So expecting phone calls to reign when most customers are launching their favorite social media app today, may not work.

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