Three Things Are Certain About Social CRM

  1. Social CRM is here to stay
  2. Social CRM solutions can be used to enhance and shape your customer experience
  3. Getting involved with enterprise cloud computing tools is not difficult; in fact, the first and most important step is just listening

You don’t need to break ground on a new division of your contact center, and you don’t have to hire additional agents. The social web is just an additional contact center channel. But realize that now is the time to define your social CRM approach. Contact center managers must understand how to participate in online conversations, while frontline agents need guidelines for how and when to respond.

Leverage The Power Of The Social Web With Social CRM Tools

Enterprise cloud computing tools such as RightNow’s Cloud Monitor allow companies to search social networking sites for comments about a brand, identify the sentiment of the comment, and enable reps to respond to the comments using their normal Customer Experience Management solutions.

Check Out RightNow’s Social Media Life. Come On—Join Us

Next Steps

A Great Customer Experience Starts Here

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Social Media Panel At Summit 2010

How organizations are using social media to improve the consumer experience.


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