Bryan O’Rourke just released an interesting article on the ramifications of Social CRM. He sites a report that was produced for Salesforces.com. He discusses the implications of new social technologies and how they can affect businesses that really understand how to use them, especially when it comes to providing support and customer service.
Some of the highlights of the study that stood out to me are:
- Expectations for social CRM (tapping into social networks to improve marketing, sales and service processes) will dramatically exceed the measurable benefits. (Isn’t that always true)
- For much of the world, Facebook will – or already has – become the dominant social networking site. Marketeers and customer service managers will need to take this into consideration when planning social networking projects, while monitoring for shifts in user sentiment.
(surprising how much of a hold it has made in such a short time, the question is who will be next?)
- Consumer willingness to perform all possible customer service functions themselves (self- service) will be universal by 2011. (That seems a bit of an overstatement to me)
Recommendations
- Customer service or customer experience should measure the consistency and effectiveness of customer interactions across all touchpoints from the customer’s point of view. (Sounds like something that should be a regular habit to me)
- The popularity of social networking sites means that the service organization cannot expect the customer to come to the corporate website only, but must work on ways to reach out to the customer at these destinations as well.
- When developing a long-term strategic road map for contact center infrastructure, include call recording as part of this single-vendor solution.
Source Article is here.
CRM Reviews
Technorati Tags: social crm
DAYTON, Ohio, Feb. 13 /PRNewswire/ — The Reynolds and Reynolds Company, a leading provider of software and services to automotive retailers, today announced that DealerMine is now participating in the Reynolds third party access program, which provides a platform for handling dealership data in a safe, secure, and verifiable manner. DealerMine is a CRM vendor with a focus on service CRM for automotive dealerships in North America.
“The benefit for DealerMine of standardized access through Reynolds is that it simplifies our processes and takes away a lot of non-productive work – running different queries into the DMS, cleaning and validating the data,” said Bob Quirion, president of DealerMine. “Now, we have a much smoother process to collect dealership data and to write back to the DMS – all of which will enable us to focus on serving our customers more effectively. We’re really pleased to be partnering with Reynolds.”
Since 2005, Reynolds and Reynolds has been working visibly with dealerships and OEMs on the safe, secure, and verifiable exchange of dealership data from a Reynolds dealership management system (DMS).
“At Reynolds, we have been addressing data access and security consistently for a number of years, as have other major DMS providers in the industry,” said Trey Hiers, vice president of Corporate Marketing at Reynolds and Reynolds. “Ultimately, dealers want to know that their data is safe and secure; that it is accessible by third parties, with appropriate safeguards and verification; and, that it will stay that way.”
The Reynolds third party access program provides a number of methods for dealerships to work with the vendor of their choice in a safe, secure, and verified manner when handling dealership data.
About Third Party Access
Reynolds and Reynolds provides the largest program for third party access of any dealership services provider in the industry. Dealerships that use a Reynolds and Reynolds DMS to run their business can choose from more than 100 third parties who can provide safe, secure, and verified handling of a dealership’s data.
About Reynolds
Reynolds and Reynolds is the automotive industry’s leading provider of automobile dealership software, services, and forms to help dealerships improve business results. The company is headquartered in Dayton, Ohio, with major operations in Houston and College Station, Texas, and Celina, Ohio. (www.reyrey.com)
Source: PRNewswire
CRM Reviews
Technorati Tags: DealerMine