The social CRM in the era of enterprise cloud management is the future

Today, SNS big line, in the social as the main micro-bo, micro-letter, everyone these applications quickly occupy the major browsers and mobile terminals, become the main way of communication for young people, the relationship between enterprises and customers is also quietly changing. More and more consumers like to use social media to access product-related information and share the consumer experience. Many companies see the importance of this trend, are eager to use social media as a new marketing channels, and customers to understand the company's products and services, and to enterprises to raise their own concerns.

Companies and customers have established a strong link through social media. 800 deputy Miao to this analysis, perhaps at the beginning, the enterprise's behavior is mainly to deal with negative information, to prevent and avoid harmful to their brand content outbreak virus-like spread. But as customers deepen their interactions on social media platforms, enterprises find the initiative of the "social service model" can bring very positive results, and have adopted a more synergistic approach and technical means to allow customers to participate more in the enterprise CRM overall strategy and specific business processes, And to play a more active role than ever before.

There is no doubt that the new form of CRM is becoming the core enterprise function as many companies have invested in the business functions of customer relationship management. It's about how they use social media to solve problems, find, service, and retain customers. Moreover, it is undeniable that the CRM social is irreversible, because it is a great convenience for the internal and external information needs of the enterprise, just imagine the enterprise internal Micro-blog and order system and objective relationship management, then in exchange not only to remove the trouble of re-enter the data, More can let the customer feel more service in one experience, coupled with the rich and powerful CRM function and SNS to get through, its development potential will be a success in enterprise software Facebook.

In fact, Gartner predicts that the social CRM market will reach a revenue of 10 dollars by the end of 2012, which is only 625 million in 2010. Companies can no longer operate "in the way they were before". Alistair Rennie, general manager of IBM's co-program division, echoed this feeling in his 2012-year social-enterprise prophecy. "Just as the internet opens up new opportunities for a world, the rise of social enterprises will create new jobs," he said. With the adoption of new internal and external social enterprise tools, employees manage new processes and communities, measure their effectiveness, and increase the need to educate and drive people to participate. “

Most people agree with the trend that social CRM will bring great changes to customer relationship management, and many CRM software vendors are actively trying. The social CRM product, a social enterprise, has been launched by 800 of customers who have been known for providing online CRM services. It blends the web2.0 gene, on the basis of CRM, a series of social platforms including Enterprise Micro-blog, enterprise Chat tool, forum and so on are built, which can bring benefits to enterprises, such as realizing internal communication, enhancing customer response speed, maintaining customers, improving customer stickiness and timely data analysis.

Miao called Social CRM a "transformative product", the biggest difference from traditional CRM is that it is driven by "the needs of the underlying users". Previous work may be every five people to have a team leader, the pyramid above the management staff is very many, really work very few people. Now that we have social management tools, we can realize the digitization and flattening of management. Work does not require layers of reporting, the Internet can be seen each employee and customer situation, which has an important role in optimizing enterprise management. Although social CRM is not widely used in enterprise, it is believed that it will develop quickly with SaaS and cloud computing, and bring a great and far-reaching change to enterprise.

(Responsible editor: The good of the Legacy)