The Relation Between CRM And Customer Support

Management (CRM) setup, CRM is mainly thought of as a sales and marketing tool since it allows businesses to track customer interactions and then provide them with tailored offers and promotions based on information generated through gathered data. CRM can be an equally powerful customer support tool, this incredibly comprehensive system works by organizing, synchronising and automating every customer interaction point that an organization has, allowing for more refined data collection and an overall better monitoring of customer satisfaction levels.A business that is able to monitor its customers better will be able to maintain their satisfaction levels while simultaneously being able to develop its operations, meaning that a company can grow while keeping its customers at the core of its business strategy, ensuring that in whichever direction an organization grows, it takes its customers with it.CRM has undergone plenty of evolution over the years, when this system was first introduced, there were only two major communication channels that businesses and customers made use of. However, these two channels are quickly becoming obsolete as people are beginning to rely on social media networks as primary communication channels. Social media comes with its own list of complications, as a communication channel, it is significantly more complex. A single customer interaction through social media often involves a customer switching across multiple communication channels. This makes it harder to provide a customer with a consistent engagement experience.In order to make an engagement experience pleasant and satisfactory for a customer, a business must make it feel like as if the customer has had to deal with only one support personnel throughout the entire interaction. This is where CRM comes in customer support, this evolution in the way that customers choose to interact with businesses led to businesses having to combine their customer support systems and the CRM systems, resulting in the formation of a new kind of customer relationship management method known as social crm.Social CRM is all about taking social media networks (on which they have the most potential customers) and integrating them with their CRM strategies, this allows brands to have "social interactions" with potential and existing customer which promote engagement, allow businesses to develop relationships with their customers, generate indirect leads and even lead to conversions. Social interactions also let businesses gather even more details information on their customer base’s likes and dislikes, data like this can be incredibly valuable for an organization that wants to work on increasing and maintaining its customer satisfaction.Social CRM has evolved from traditional CRM, while they both serve to achieve the same goals, social CRM is slightly different than traditional CRM as it focuses more on building relationships through interactions rather than using customer data to drive sales. What social CRM does is interact with customers in a manner that makes it seem like the business’s primary goal is not to try and make the customer buy something. The concept of social CRM is fairly new and is being adopted rather slowly by organizations as it requires a much more methodical approach and the process of converting a potential customer into a repeat customer is significantly longer than in traditional CRM.Social CRM is slow and you might not get to see its results instantly, but investing in this form of customer engagement can be really worth it as customers gained through social CRM tend to stick with businesses much longer.Social CRM can be considered as more of a customer support tool rather than a sales tool as it focuses on interacting with customers in order to get them on board and then give them the option to buy from you later on. The field of social CRM is undergoing plenty of progress and advancement and it is bound to transform the way CRM works forever. Currently there are several customer support service providing companies that are beginning to offer social CRM solutions to businesses, one such company being Kayako, an innovative help desk company that focuses on providing flexible and affordable customer support solutions to organizations of all kinds.

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