Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, service and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service.
Many CRM vendors offer Web-based tools (cloud computing) and software as a service (SaaS), which are accessed via a secure Internet connection and displayed in a Web browser. These applications are sold as subscriptions, with customers not needing to invest in purchasing and maintaining IT hardware, and subscription fees may be cheaper than the cost of purchasing software outright.
The trend towards cloud-based CRM has not only made adopting and integrating a CRM affordable for Small and Medium Enterprises but has also enabled them to have access to tools that were for a long time available only to large Enterprises and Corporations. Salesforce.com is one of the leaders amongst providers in cloud CRM systems. Nimble is the first Social CRM and the next evolution in CRM - a social relationship manager that unifies all of your contacts, emails, calendar activities and the most popular social channels (Facebook, Twitter and LinkedIn) in one easy-to-use, Web-based solution. BC provides solutions and services for both Nimble CRM and Salesforce.
Social CRM is often used as a synonym for Social Media Monitoring, where organisations watch services like Facebook, Twitter and LinkedIn for relevant mentions of their product and brand and react accordingly. However, this is too narrow an interpretation, as Social CRM also includes customer communities managed by the organisation themselves.
The era of the "social customer" refers to the use of social media (Twitter, Facebook, LinkedIn, Yelp, customer reviews in Amazon, etc.) by customers in ways that allow other potential customers to glimpse real world experience of current customers with the seller's products and services. BC CRM Solutions such as Nimble CRM implementation are at the forefront of enabling businesses to succeed in this era.
Trending CRM philosophy and strategy has shifted to encompass social networks and user communities, podcasting, and personalization in addition to internally generated marketing, advertising and web page design. With the spread of self-initiated customer reviews, the user experience of a product or service requires increased attention to design and simplicity, as customer expectations have risen. BC CRM solutions, consulting and integration services have grown to encompass these broader components of the customer relationship, so that businesses may anticipate and innovate to better serve customers, referred to as "Social CRM".
Want to learn more about how BC Cloud Solutions can help you leverage the power of a CRM System to drive productivity and innovation within your organization? Give us a call or submit a request for information today.